1-Hotel and Resort-20141204 PDF

English Lesson Plans
for the Hospitality Industry
Hotel TEFL 1 Yada Yada English

Hotel and Resort English
Index
Introduction Page 3
Module 1 Page 6 Greeting and Receiving Guests
Module 2 Page 15 Dealing with Guests Requests
Module 3 Page 22 Asking for Permission
Module 4 Page 26 Problems and Complaints
Module 5 Page 35 Making Comparisons
Module 6 Page 41 Giving and Receiving Compliments
Module 7 Page 48 Offering Help and Advice
Module 8 Page 57 Asking For and Giving Opinions
Module 9 Page 64 Giving Instructions
Module 10 Page 69 Asking for Repeats
Module 11 Page 74 Describing Hotel Facilities
Module 12 Page 81 Days and Time
Module 13 Page 89 Describing Jobs
Module 14 Page 93 Describing Functions and Purposes
Module 15 Page 96 Giving Directions
Module 16 Page 101 Using the Telephone
Module 17 Page 108 Bill Settlement
Module 18 Page 114 Shopping at the Hotel
Module 19 Page 119 Questions
Module 20 Page 122 Verb Tenses and Usage
Module 21 Page 136 Parts of Speech

Introduction
Why teach at a hotel?
Good question. After all, there are hundreds of jobs at schools, universities, businesses
and language institutes all over the world.
What are the advantages of teaching at a hotel?
Small class size. In school or language institutes there may be 20, 30, 40 or more
students in a class. That's a lot of students. English classes at a hotel may only contain 4
to 10 students. A big, big difference.
Great teaching environment. Many schools and language institutes, especially in under
developed areas, may not have heating or cooling, not to mention the limited class room
resources, such as books, computers, audio-visual equipment, etc. Hotels generally have
great resources because they have the money and commitment to ensure that the stu-
dents succeed by providing what is necessary to ensure that success.
Support from hotel personnel. Schools and universities are bureaucracies, and we all
know the problems encountered there. Language institutes are mainly interested in the
bottom line, enrolling as many students as possible and sometimes providing less than
ideal support for their teachers.
Hotels, on the other hand, although also interested in the bottom line, realize that having
qualified staff enhance their profits. To provide their guests with the best possible service
demands staff that knows the English language. Whether it is good or bad, English is the
commonly recognized international language of business and travel. Hotels want their
employees to have a very good command of the English language in order to service their
guests.
Motivated Students. Students in elementary and high schools, even some universities,
are in the class because they have to be. It's a required part of the curriculum. Students
in
language institutes may be there because their parents or employers demand it.
Hotel employees are there to enhance their job skills. Learning better English not only
increases their future job opportunities through promotions, but also may have
immediate benefits of increased income through bigger tips. They are motivated!
Beautiful work surroundings. Hotels that hire English teachers are not run down
dumps. Four and five star luxury hotels and resorts hire English teachers. Enough said!

Introduction
Flexible Hours. For those that want to be semi-retired or are retired and just want to do
something different and exciting to fill out your day, teaching at a hotel may be just the
answer. Many hotels hire just part-time teachers.
Of course, for those interested in full time work, many hotels hire full time instructors
with full benefit packages.
Hotel English
This book is intended to provide teachers of students in the hotel industry with materials
and lesson plans that can be utilized in the class room. Most of the lessons are function
based and contain common expressions for various functions that are likely to be
encountered in the hotel industry. Sample dialogues are also included that students may
use as models. In addition, the lessons include role play activities so students can
practice using the language in situations they are likely to encounter when on the job.
Games, discussion topics, and other activities and exercises are included to provide the
students with more opportunities to practice and use the language in the context of
specific module topics.
The last four modules deal specifically with aspects of grammar. There are modules on
WH questions, can and do questions, verb tenses, and parts of speech. The modules on
Wh and can and do questions provide sentence structures that these kinds of questions
use. In addition, numerous sample questions are provided which the students can use in
paired work exercises to practice asking and answering these types of questions. The
modules on verb tense and parts of speech are primarily informational in nature and are
intended for student individualized study. However, the module on verb tenses also
provide numerous questions that student can ask and answer, again in paired work
exercises that will provide additional practice in using these structures.
The modules in this book are general in nature, and can be applied to any job within the
hotel industry. As such, the vocabulary, dialogues, role play situations, and other
activities and exercises may need to be adapted for a specific job. Many of the modules
also contain more focused dialogues and exercises that apply to specific jobs in the hotel
industry. The dialogues, role play situation, activities and exercises in these modules
provide greater relevance to specific jobs and are more pertinent to individual jobs found
in hotels. Because of this, they can have a greater impact on the student’s ability to
master the language that he or she may use on a daily basis.

Introduction
Adapting lesson plans

As stated previously, most of the modules in this booklet are general in nature and not
specific to individual jobs. For example, the module on giving directions is very general
because it doesn’t matter which job a person may have at a hotel, giving directions will
be the same. It does not need to be specific to the job. On the other hand, the module on
problems and complaints is much more specific. Obviously a guest in a restaurant may
have complaints that are very different from a guest visiting a fitness center.
In addition, some staff at a hotel may never (or only on very rare occasions) be in a
situation to use some of the functions covered. For example, an engineering/maintenance
staff may never have to respond to a guest’s request, but front desk staff or food and
beverage staff may be inundated with requests on a daily, if not hourly, basis.
In these cases, teachers may have to adapt the lesson plans to fit the group. Sample dia-
logues for specific jobs are included when appropriate and necessary. Use these sample
dialogues and expand on them to make them more appropriate for the groups of students
being taught. For example, the module on Offering Help and Advice has one sample
dialogue for each of the hotel jobs. To expand on the lesson, ask the students what kind
of help guests typically ask for and develop other dialogues and role play situations from
their input. This can be done for each of the modules and functions and for each group
teachers may be working with.
A point to remember
Remember that one the of best ways that students improve their English
skills is by using the language over and over again. Granted, this repetition
may seem boring and tedious, but it will allow the expressions to be firmly
planted into their repertoire for fast and easy access when needed.
One of the things that hampers communication is when one or both of the
participants must pause in the dialogue to search their memory banks for the
expression they need. If the expressions are readily accessible, that problem
is eliminated and effective communication is enhanced.
Because of the value of repetition, many of the role play situations and
activities included in this book are provided to give students ample
opportunities to practice using the language in situations that are likely to
encounter when dealing with guests.
So ... have the student practice and repeat! Practice and repeat! Practice

Module 1 Greeting Guests
First impressions last a life time, or at least

until the guests check out, so it is important
to make a good first impression. There are
numerous expressions that can be used when
first greeting people. Some are very formal
and appropriate for greeting guests and some
are more informal and should only be used
with friends or co-workers. Obviously,
employees of the hotel industry should use
the more formal expressions; however, the
less formal expressions will also be presented
to give learners a well balanced repertoire to
choose from.
1. Lesson: Greetings
2. Lesson Objectives: Students will learn various expressions for greetings,

introductions, and farewells.
3. Procedure: Give students handouts of the following expressions/dialogues. Read the expressions
and have the students repeat them individually to check their pronunciation.
Formal Expressions
Good morning (sir/ma'am)
Good afternoon (sir/ma'am). Welcome to (name of hotel/restaurant, etc)
Good evening (sir/ma'am)
How are you this morning (afternoon, evening, today)?
Less Formal Expressions

Hello
Hi
What's up?
How's it going?

Of course, after the greeting, the dialogue must be continued, and what is said
then depends on the situation. When interacting with hotel guests that continued
interaction usually involves determining what the guest wants or needs. A couple of
standards that can be used in the hotel industry are:
How can I help you today ma’am (sir)?

Can I be of assistance?
How may I assist you?
May I assist you with anything?
What can I do for you today?
4. Study: Students should work together in pairs and read the following dialogue, one
student reading the roles of the guest and the other student reading the role of the
staff.
Staff: Good morning Ma’am. Welcome to the (...Spa)

Guest: Thank you.
Staff: How can I help you today?
Guest: I’m here for a (....massage).
5. Paired Practice: Practice using the above expressions by having similar dialogues
with a partner, one partner taking the role of the guest and the other the role of the
staff. For additional practice, switch roles. Practice the dialogue several times, trying to
use all of the expressions noted.
B. Introductions
In normal social situations, to continue an interaction

after a greeting, it is customary for people to introduce
each other by giving their names (assuming of course
they are meeting for the first time). But remember, that
not all hotel employees would normally exchange names
with a guest. For example, a bell man would not usually
tell a guest his name, but a waitress in a restaurant may,
as part of the standard restaurant greeting (such as
"Welcome to the Beef House. My name is Rebecca and I'll be
your waitress tonight"). Guest service representatives who
interact with VIP guests may be more inclined to make a
formal introduction as part of the extended service provided
VIP's.

1. Lesson: Introductions
2. Lesson Objectives: Students will learn various expressions for introductions.
Hello I’m …(Emily Pearson)

What’s your name? My name is…(Bob Friendly)
It’s a pleasure to meet you. Nice to meet you, too.
Allow me to introduce myself. I would like to introduce myself.
This is … (Mrs. Harris)
I would like to introduce… (my boss, Mr. Larson).
Please allow me to introduce ... (my friend John).
staff.
Introducing yourself
Staff: Hello, I’m Ms. Jandee.

Guest: Hello, Ms. Jandee, I’m Susan Appleton.
Guest: My name is John Grey.

Staff: Nice to meet you Mr. Grey, I’m Mrs. Sukjoy.
Guest: I’m George Franks. What's your name?

Staff: My name is Sopida, Sopida Hakam. It’s a
pleasure to meet you Mr. Franks.
Guest: Allow me to introduce myself. My name is Frank Jeffers.

Helen: I delighted to meet you Mr. Jeffers. My name is Pornpan Orasa.
Point to remember
This last example is a very formal introduction and would not be used
unless meeting a very, very important person in a very formal situation
(such as a ball in the government mansion while meeting the governor).

Introducing others: On occasion, you may find yourself in a situation where

you have to introduce one person to another. Look at these possible
expressions that are used for this.
Peter: Sam Kellogg, I would like to introduce Miss Helen Cranston.

Sam: Hello Miss Cranston, nice to meet you.
Helen: Nice to meet you too Mr. Kellogg.
Bob: Min Ju, this is my friend Betty Watson.

Min Ju: Hi Ms. Watson, a pleasure to meet you.
Betty: Same here.
Alice: Harry, let me introduce my supervisor, Mr. Lee

Harry: Mr. Lee, it’s good to meet you.
Mr. Lee: Good to meet you too. But please, call me
Sammy.
Point to remember
Many beginning learners use the expression “Nice to meet you”
even when they interact with a person they have already been
introduced to. This expression (Nice to meet you) is only used
at a first meeting, not after that. Instead, if greeting a person for
the second time, use “Nice to see you again”
with a partner, one partner taking the role of the guest and the other the role of
the staff. For additional practice, switch roles. Practice the dialogue several times,
trying to use all of the expressions noted.
C. Asking About Well Being
After the introductions it is only natural to continue the conversation in some way. Many
people inquire about your well being, especially friends, acquaintances, and co-workers.
Several expressions can be used for this, and the responses to these inquiries depend on
how you actually feel.
1. Lesson: Asking about well being
2. Lesson Objectives: Students will learn various expressions for asking about well
being.

3. Procedures: Give students handouts of the following expressions/dialogues.

Read the expressions and have the students repeat them individually to check their
pronunciation.
IF GOOD
How are you? Great.
How’s it going? Couldn’t be better.
How has your day been? Fantastic.
IF SO-SO
How have you been? Could be worse.
How’s the family? Fair to middling.
Did you have a good day? I can’t complain.
IF BAD
How do you feel? Not too good.
How was your day? I’ve had better days.
Have you had a good day? No, it was lousy.
staff.
Staff: Good afternoon, welcome to The Plaza.

Guest: Hi.
Staff: How can I help you today?
Guest: I need to check in.
Staff: Of course sir, My name is Sopida Hakam and I’ll be your guest
representative during your stay. Could I have your name please?
Guest: Freddy Benson.
Staff: Yes Mr. Benson, here you are. And how are you today?
Guest: Tired actually, it was a very long flight.
Staff: Well, I’ll get you checked in as soon as possible so you can relax.

D. Farewells
After greetings, introductions, and polite conversation people will go their separate ways.
There are numerous expressions that can be used when giving farewells. Some are more
formal than others. Obviously the more formal expressions are more appropriate when
interacting with guests
1. Lesson: Farewells
2. Lesson Objectives: Students will learn various expressions for farewells.
3. Procedure: Give students handouts of the following expressions/dialogues. Read the

expressions and have the students repeat them individually to check their pronunciation.
More Formal expressions

Goodbye
Thank you for coming. Have a pleasant day.
Goodbye, please come again.
Goodbye, I hope to see you again.
Less Formal Goodbyes

See you later (soon) So long
Good bye (bye) Please come again
I have to run I have to be going now
Catch you later See you again
Points to remember
The informal expressions above can be used among friends
and co-workers, but would be too informal to use with guests.
Bye-Bye is an expression that very young children use when

they are first beginning to talk, or on rare occasions by women,
but almost never by adult males.

4. Paired Practice: Working in pairs, practice having a conversation with your partner,
using all of the elements above- a greeting, an introduction, asking about well being,
and ending with a farewell. One partner should take the role of the guest and the other
the role of the staff. For additional practice, switch roles. Have several conversations,
trying to use all of the expressions noted above.
E. Chit Chatting
Ok, you have greeted the guests, completed the

necessary business (such as checked the guests in,
asked them to have a seat while their table in being
prepared in a restaurant, or given them their order
at the bar). Now what? People, being the social
animals they are, many times feel uncomfortable
just standing around and not interacting in any way.
Let's face it; almost nobody likes to be ignored. But
how do you continue social interactions during these
awkward moments? Chit chatting is the solution.
Chit chatting is a natural and very common form of communication between strangers.
With someone you know, continuing a conversation is easy. You would naturally talk
about things you both have in common, such as the job, other friends, sports, etc.
With strangers, such as guests, chit chatting becomes a little more difficult. It is harder to
find common areas of interest. Also some topics should not be asked about because they
would be too personal. Such topics include: Are you married? How much money do you
make? What is your religion or political affiliation?
These types of topics are too personal and should be avoided, unless of course the
stranger brings them up first. Even then, be leery. So what can you talk about?
Below are a few safe suggestions.
1. Lesson: Chit chatting
2. Lesson Objectives: Students will learn how to chit chat with a guest and identify
appropriate topics to talk about.

3. Procedures: Give students handouts of the following expressions/dialogues. Read the

Is this your first trip to (....Thailand)?

Are you enjoying your stay so far?
How do you like the weather (...on the island)?
What country are you from?
What’s the weather like in your country?
What have you done so far since being here?
Are you getting a lot of good photographs?
Have you been to any interesting places since
you arrived?
Have you had any local dishes that you particularly like?
Have you purchased many souvenirs yet?
Have you been to many (...beaches on the island)?
Which was your favorite?
How was the flight here? (for a guest first arriving, but don't
ask this if they have been in the hotel for a few days)
To continue a conversation in a natural manner it is important to listen to the other

person very carefully. Many times, what they say will give you ideas about what you
should say or ask next.
staff.
Staff: How do you like the weather on the island?

Guest: It’s very hot, much hotter than I expected.
Staff: So, what's the weather like now in your country?
Guest: It’s cold and snowy.
* Note that the staff’s second question was a natural follow-up to what the guest first
said.
Staff: (seeing a guest with numerous shopping bags): Did you have a good time
shopping?
Guest: Yes, I spent all morning in Patong.
Staff: Were you buying souvenirs for the folks back home?
Guest: That, and a few personal items.

* Note that the staff’s second question is a natural follow-up from the guest’s first
response. Just be sure NOT to ask questions that are too personal questions-
such as what specifically they bought.
5. Paired Practice: Working in pairs, practice having a conversation with your

partner, using all of the elements above- a greeting, an introduction, asking about
well being, chit chatting, and ending with a farewell. One partner should take the
role of the guest and the other the role of the staff. For additional practice, switch
roles. Have several conversations, trying to use all of the expressions noted
above.

Module 2 Dealing with Guests Requests
In order to get the most satisfaction (and

their money's worth from their stay) guests
make requests. Most of these requests will
be reasonable, such as asking for more
napkins in a restaurant or having a burnt
out light bulb replaced in their room. Some
requests may be outrageous and outside
the normal service parameters of the hotel.
In either case, the requests must to politely
listened to and professionally attended to.
1. Lesson: Dealing with requests
2. Lesson Objectives: Students will learn various expressions for responding to guest
requests.
3. Procedures: Give students handouts of the following expressions/dialogues. Read the

Possible guest's request
Could I have another order of garlic toast?

I would like extra soap and shampoo left in the room.
Would it be possible to get a two minute boiled egg?
Could you arrange a tee time of 7:00 AM for four at
the Country Club?
The guests in the next room are very noisy. Could we
change rooms?
Is it possible to get free samples of all the facial products
the spa sells?
Responses to requests
Yes sir, I’ll take care of that right away.

I’ll attend to that immediately.
I'm not sure; let me talk to my supervisor. I'll be back in a moment
Of course ma’am, I’ll get right on that.
Certainly sir, I’ll be right back with that item.
I’ll see if I can find some.
I’ll get some right away.

student reading the role of the guest and the other student reading the role of the
staff.
Bell Desk
Guest: Please be very careful with that bag, there are fragile items inside.
Staff: Not to worry sir, I’ll be extremely careful.
Engineering/maintenance staff
Guest: Is it possible to fix the drip in the sink. It keeps me awake at night.
Staff: I’ll take a look at it right away sir. It probable just needs a new washer.
Food and Beverage staff

Guest: Instead of herbal tea, do you happen to have Earl Grey?
Staff: I’m sorry ma’am, but the herbal tea is all we have at the moment.
Front Desk Staff

Guest: Could you fill out the form for me. I hurt my writing hand?
Staff: Of course sir. First, how do you spell your family name?
Health and Leisure Staff

Guest: Could I get more weights added to this machine. This is no challenge at all.
Staff: I’ll get more weight right away. How much more would you like?
Housekeeping Staff
Guest: Is it possible to get another pillow. This one smells funny.
Staff: Of course ma’am, I’m very sorry. I’ll bring you a new one as soon as I
finish up with the room, if that’s OK.
Guest: Thank will be fine, thank you.
Kitchen Staff
Guest: Could I get fresh pineapples finely diced mixed in with the pancake batter?
Staff: Of course sir, as you like.
Spa Staff
Guest: Could I get a free sample of these products?
Staff: Which products would you like samples of?
Guest: How about all of them?
Staff: We don’t have samples for all of the products, but you can have the samples
we have.

5. Paired Practice: Practice using the above expressions by role playing the following
situations with a partner, one person taking the role of the guest and the other person
taking the role of a hotel staff. For additional practice, switch roles. Use the
information below in your conversations.
Bell Desk Staff

• Guest requests help to get luggage from trunk of car
• Guest requests to leave luggage at bell desk while he has a drink
• Guest requests a luggage cart
• Guest requests luggage be put on bed in the room
• Guest requests that luggage be delivered to his room while he eats
lunch
• Guest requests that staff be careful with a large fragile package
Engineering/ Maintenance Staff

• Guest requests a light bulb be replaced
• Guest requests that the TV set be repaired
• Guest requests that maintenance staff return for repairs in 30 minutes
• Guest requests a broken chair be replaced or repaired
• Guest requests that a stuck patio door be unstuck
• Guest requests that air conditioning filters be changed
Food and Beverage Staff

• Guest requests an unknown cocktail- the guest
will tell the bartender how to make it.
• Guest requests no ice in their ice tea
• Guest requests a high chair her child
• Guest requests a birthday cake with nine candles
• Guest requests garlic bread toasted very brown
• Guest requests an ashtray in a non-smoking restaurant
Front Desk Staff

• Guest requests help in changing an airline reservation
• Guest requests that a rental car to be arranged
• Guest requests a bottle of Chateau la Mothe 1997 be placed in the
mini bar daily
• Guest requests help filling out the registration form
• Guest requests that the chef prepare a meal using the guest’s recipe
• Guest requests that a daily newspaper be delivered to his room by
5:00 Am daily

Health and Leisure

Guest requests doubles partners for tennis
• Guest requests a spotter for weight lifting
• Guest requests to have a birthday party for their child at the children’s
program
• Guest requests a new activity for the children’s program, -macramé
• Guest requests two weeks of golf lessons with a pro instructor
• Guests requests extra towels in the shower room
Housekeeping staff
• Guest requests a changing table for a baby
• Guest requests softer pillows
• Guest requests that his room be cleaned only after 3 PM
• Guest requests more shampoo be left in the room
• Guest requests not to have mini bar restocked daily
• Guest requests bathtub be disinfected daily with bleach
Kitchen Staff
• Guest requests an omelet with red peppers, Tabasco sauce, and diced
carrots
• Guest requests a bottle of Dom Perignon Champagne with
strawberries and milk for breakfast
• Guest requests a 15 item salad with vinegar and oil dressing
• Guest requests an angel food cake with blueberry frosting
• Guest requests his bacon and sausage be almost burnt
• Guest requests a steak with all fat and gristle removed before being
cook
Spa
• Guest requests a free sample of all products
• Guest requests a massage before the normal Spa hours
• Guest requests a cup of hot Earl Grey tea, with milk after the mas-
sage, instead of the house tea
• Guest requests a massage fully clothed
• Guest requests a three hour foot massage
• Guest requests to change an appointment time

Additional Activities and Exercises
1. Group Work- A Skit

Divide class into groups of 2 or 3. Students work together to develop a skit that is
grammatically correct about guests making requests. Once the skit is developed,
students present it to the teacher and rest of class. The teacher judges the skit
based on grammar and language use, originality, and acting ability.
2. Discussion
Have a discussion about the types of requests guests make. Can most of the
requests be accommodated? What is the most unusual request that a guest has
made? Are most guests polite when they make requests- or is it more like a
demand? If a staff goes above and beyond the normal assigned duties to fulfill a
request, how do the quests acknowledge it- do they thank the staff profusely,
commend them to their supervisor, give bigger tips?
3. Whole Class- First to Know

Put the following request items on the board and then read request descriptions.
The students listen to the descriptions and determine the request being made.
The first person to know the request should race to the board and circle it and put
their initials in the circle. The student with the most initials win.
Unsweetened tea- I can't drink this tea, it's too sweet.

Mustard– I want that yellow sauce you put on hamburgers, not ketchup.
Ocean view room- All I can see from my room is another building.
A cab- Good choice, they are air conditioned and much safer than motorcycle taxis
A baby crib- I'm afraid that if she sleeps on the bed she will roll off and hurt
herself.
Carrying packages- Thanks, those are much heavier than I thought.
A freshly pressed suit- It's crucial that I get it done on time; I have a very
important meeting in the morning.
Very crispy bacon- I can't eat it if it has undercooked fat and is limp.
A newspaper delivered to room- I always start the day by completing the daily
crossword puzzle.
Extra blankets- It got very cold in the room last night, I could hardly sleep.
Change reservation time- We'll get back from the tour later than expected and
can't be there at the reserved time.
Housekeeping cleaning later- I'm on vacation and want to sleep until at least
2:00PM everyday.

4. Work Sheet 1- Dealing with Requests
Write the correct word on the line that will complete the sentence.
tour noisy gym apron

get like early seeds
mind messy change freshly
working room arrange shampoo
airline slices crib replace
1. Do you _________ changing my __________ reservation?

2. Could I get a _______ put in my ____________ for the baby?
3. Could we _____________ rooms? Being so close to the elevator is too ________.
4. Could you _________ for a ________ to Phi Phi Island for us?
5. I’d like to ___________ pancakes with bananas and peach ____________ on
them?
6. I would ___________ extra soap and _____________ left in the room.
7. Could you _____________ the iron? It doesn’t seem to be ______________.
8. Can I get a ___________ peeled and sliced apple with the _____________
removed?
9. My child is very__________. Could you make sure my child wears an __________
when painting.
10. Is there any way to have the ___________ open a half an hour _________?

5. Work Sheet 2 - Dealing with Requests
Match the appropriate responses with the questions by putting the correct
number of the question on the line of the response.
1. The light went out in the bath room. ____ Yes sir, just dial the room
Could I get it replaced? number.
2. I left three bags in the trunk of my ____ I’ll have to check on that sir
car. Could you get them for me? and get back to you as soon as
possible.
3. Is it possible to get a small printer ____ Of course sir, let me serve for my
notebook. I need to print out these drinks and I’ll be right
some documents for a meeting back.
tomorrow.
4. I just thought you should know ____ Yes sir, I’ll call maintenance and
that someone spilled shampoo all they’ll replace the bulb right
over the shower floor and it’s very away.
slippery. It could be dangerous.
5. We are ready to order now. ____ I’ll get some right away.
6. Do you have Lee and Perrin’s ____ There’s one in the back. Just
Steak Sauce? follow me and we’ll take care of
that.
7. Could I get some more sugar? ____ I’m sure there’s some in the
kitchen; I’ll get you some right
away.
8. Could I use your phone to call my ____ If I could have the keys, I’ll
room? attend to that immediately.
9. Could I get a couple of towels to ____ Thank you for letting me know,
wipe up sweat while I exercise? I’ll get right on it.
10. Do you have a first aid kit? I just ____ Of course sir, I’ll get those for you
cut my finger. right away.

Module 3 Asking for Permission
Many times, hotel staff will find themselves in

situations where they will have to take some
action that will affect the guest. In these cases,
the staff should politely ask the guest for their
permission before taking any action. The guest
may also ask permission to do something. It is
only polite to ask for their permission before
doing so. There are several expressions that
can use used for asking for permission.
1. Lesson: Asking for permission
2. Lesson Objectives: Students will learn various expressions for asking for permission.
To ask permission Possible responses

Is it OK if . . . I really wish you wouldn’t.
Do you mind if . . . No, I don’t mind. Go ahead
May I . . . Sure, no problem.
Would it be a problem if . . . No problem at all.
Would it be OK if . . . No, please don’t
I would prefer that you didn’t.

expressions and have the students repeat them individually to check their
pronunciation.
staff.
Bell Desk Staff

Guest: Would it be a problem if I left my luggage here for a few minutes?
Staff: No problem at all, sir. I’ll, keep on eye on it.
Engineering/ Maintenance Staff

Staff: May I move this package out of the way to get to the outlet.
Guest: Of course, whatever you need.


Staff: May I pour you more wine, ma’am?
Guest: Sure.
Front Desk Staff Health and Leisure Staff

Staff: Is it OK if I make a copy of your passport?
Guest: Sure, whatever you need.
Health and Leisure

Guest: May I borrow your pen.
Staff: Absolutely sir, here you go.
Housekeeping Staff
Staff: Do you mind if I clean the room now, sir?
Guest: Actually, would it be possible for you to come back in half an hour?
Staff: No problem, ma’am.
Kitchen Staff
Staff: Is it OK if I use oranges instead of tangerines? We ran out of tangerines.
Guest: Well, if you must, you must. No problem.
Spa
Staff: Do you mind I place your bag on the counter, ma’am?
Guest: Actually, I prefer to keep it in sight.
situations with a partner, one person taking the role of the guest and the other
person taking the role of a hotel staff. For additional practice, switch roles. Use the
Permission by Staff
Open a window Refill a coffee cup
Pull down a shade Get their room key or card
Move some luggage out of the passage way
Permission by guest
Leave bags behind a counter Smoking in a restaurant
Borrow a pen Leave a message for a friend
Take newspaper from lounge to read in room


grammatically correct about guests asking for permission to do something. The
request should be denied and the reasons given. The guest should continue to try
to convince the staff that their request should be granted. Once the skit is
developed, students present it to the teacher and rest of class. The teacher judges
the skit based on grammar and language use, originality, and acting ability.
2. Discussion
Have a discussion about what the staff ask guests permission to do before doing it?
How often does this happen? What kinds of things do guests ask permission about?
How often does that happen? Why is it important to ask for polite permission
before acting? What could be the possible consequences if action were taken before
permission was granted?
3. Work Sheet 1- Permission
alright pour ok use friend

mind could would window this
1. Is it _________ if I ________ the restroom?

2. Do you ____________ if I move _________ vase over there?
3. ________ I ________ you more coffee sir?
4. Would it be ___________ if I opened the _______? It’s hot in here.
5. ___________ it be OK if my __________ joined us on the tour?

4. Work Sheet 2- Permission
Match the appropriate responses with the questions. Put the correct number of
the question on the line.
1. Would it be OK if I smoked in ____ Of course sir.

here?
2. Is it OK if I borrow your pen for ____ You can leave it with us sir, but it
a couple of minutes? should be moved behind the
counter so it doesn’t get in the
way, if that’s OK with you?
3. Do you mind if I copy your credit ____ Yes, actually. I would prefer if you
card for our records? didn't.
4. Would it be alright if we ____ I’m sure it would be ok, but let

removed that ugly painting me check with management to
over the bed during our stay be sure and I’ll get back to you.
here?
5. Is it possible for me to leave ____ I’m sorry sir, but this is a no

my luggage here for 30 smoking area.
minutes or so?

Module 4 Problems and Complaints
There will be inevitable times when guests have

a problem about something and will complain
about it. The kinds of problems and complaints
that hotel employees are likely to encounter are
as varied as the guests themselves. Sometimes
these complaints will be justified, such as being
brought the wrong order in a restaurant or not
getting the kind of room that was booked or
being over charged for a service. Sometimes the
complaints will be unreasonable or petty, such
as a guest demanding an upgraded room at no
extra cost or becoming angry over a short
delay. Whether the problem or complaint is
justified or not it must be handled with
dispatch and professionalism.
1. Lesson: Dealing with problems and complaints
2. Lesson Objectives: Students will learn various expressions for dealing with problems
and complaints.

pronunciation.
Possible problems or complaints
There are not enough towels in my room.

The sink is leaking in the bathroom.
This tread mill isn’t working properly.
How did my child get so dirty?
I seem to have misplaced my tennis racket.
Has one been turned in?
I specifically requested an ocean view, but
the room I was given has a view of the pool.
This soup is not warm enough.
This fish tastes like sour milk.
Why is our order taking so long?
We have no ketchup at this table.

Responses to problems or complaints
I’ll see to that right away ma’am.

I’ll correct the situation immediately, sir.
I’m so sorry sir; that should never have happened.
I’ll take care of that right away sir.
I’ll see to it immediately.
I’ll check about it and get back to you.
staff.
Bell Desk Staff

Guest: Watch that suitcase! It’s new and you are scratching it.
Bell man: I’m sorry about that sir. It won’t happen again.
Guest: Well I should hope not.
Engineering/Maintenance Staff
Guest: Why is it taking so long to fix that air conditioner?
Staff: It needs a new part. I called the warehouse and
the part should be here in a minute. It should only
take a couple of minutes to install it once it arrives
and the air conditioning will be up and running.

Guest : This tea is sweetened and I specifically wanted unsweetened tea.
Staff: I’m sorry ma’am. I’ll bring an unsweetened tea immediately. Please excuse
the mistake.
Guest: No problem, things happen.
Staff: Here’s your tea ma’am. Let me know if I can be of further assistance. Enjoy
the rest of your meal.
Guest: Thank you.

Front Desk Staff

Guest: When I first arrived I was assured that a bottle of Chivas Regis would
always be in the mini-bar. Well I’m here now and the bottle isn’t. What
kind of hotel are you running here anyway?
Staff: I sincerely apologize for the oversight sir. We have been exceedingly
busy today because of the convention. I’ll have a complimentary bottle
delivered immediately. Please accept it with our compliments.
Guest: Well, I should hope it would be complimentary. Thank you. Good bye.

Guest: I had a scheduled tennis game, but the court
has been taken over by someone else.
Staff: Yes sir, I understand. But we have a policy that
if a party is more than 15 minutes late for a
starting time, we schedule the courts for other
waiting guests. I’m terribly sorry, would you like
to reschedule?
Housekeeping Staff
Guest: We ran out of toilet paper. Is it possible to get more?
Staff: I’m very sorry. Of course, ma’am. I’ll send more up immediately. Is
there any thing else you require?
Guest: Now that you mention it, could you also bring up a six pack of Heineken?
Staff: Yes sir, I’ll call room service immediately and have them send some to
your room.
Guest: That would be great, thanks.
Kitchen Staff
Guest: I requested the eggs over hard, these are over easy.
Guest: Sorry about that sir, let me make you some more right away.
Spa Staff
Guest: Ouch! Are you trying to kill me!
Staff: I’m terribly sorry sir. Am I pressing too hard?
Guest: Yes.
Staff: How’s this? Is this better?
Guest: It still hurts a little.
Staff: How about now? Is this OK?
Guest: Yes, that’s much better. Thank you.
Staff: Again, I’m sorry sir. Please let me know if you have any other problems
sir and I’ll adjust my technique as you wish.

Bell Desk Staff

Guest complains about scratched luggage
Guest complains about a piece of luggage left at the bell desk
Guest complains that his bags have not delivered to the guest’s room yet
Guest complains that they waited for 10 minutes for a bell desk staff
Guest complains about suit cases being delivered to the wrong room
Guest complains about a bell staff that can not understand the guest’s request
Guest complains that staff took a long time to fix a leaking sink
Guest complains that staff reported to room two hours after a call was made for
repairs
Guest complains of a broken TV
Guest complains that the staff made a mess of the room making a repair
Guest complains of plugged up toilet
Guest complains that door to veranda is stuck

Guest complains that a side of garlic toast has not arrived
Guest complains that there’s a bug in the salad
Guest complains about slow service
Guest complains about cold soup
Guest complains about having no silverware on the table
Guest complains about getting thee wrong order
Guest complains about getting sugar in tea, when the guest ordered no sugar
Front Desk Staff

Guest complains about the high service charge
Guest complains about not having the suite cleaned yet
Guest complains about being charged for a mini bar beverage that he did not
drink
Guest complains that the guest next to him is playing music too loud
Guest complains that the room smells like smoke
Guest complains about a delay in checking in


Guest complains about not having any soap in the changing room
Guest complains about an exercise machine that does not work properly
Guest complains that her son is very dirty after an activity at the children’s
program.
Guest complains that his scheduled tennis court was assigned to another player
because he was late.
Guest complains that the steam room smells
Guest complains that there are not enough towels in the changing room
Housekeeping Staff
Guest complains about the room not being cleaned yet
Guest complains about poor cleaning quality of the room
Guest complains about a trash can not being emptied
Guest complains about not having enough towels
Guest complains about running out of toilet paper
Guest complains about that housekeeping takes too long to clean room
Kitchen Staff
Guest complains about an overcooked steak

Guest complains about an undercooked fish
Guest complains about bad tasting food
Guest complains about overcooked vegetables
Guest complains about the chef not being willing to make a special dish
Guest complains about the soup being too salty
Spa Staff
Guest complains about getting a headache from the incense
Guest complains about it being too hot in the therapy room
Guest complains that the oil is too hot
Guest complains that the therapist is not pressing hard enough
Guest complains that the therapist is pressing too hard
Guest complains about the high cost of the products


grammatically correct about guests with a complaint. The guest should continue to
complain, even though the staff has dealt with the situation. Once the skit is
developed, students present it to the teacher and rest of class. The teacher judges
the skit based on language, grammar use, pronunciation, originality, and acting
ability. Be creative and have fun!
2. Discussion
Have a discussion about the things that guest typically complain about. What are
the complaints? Do people from some nationalities complain more than others? Do
people from some nationalities complain about the same things? What is the most
unusual complaint you have dealt with?
3. Group Work- Appropriate Responses

One student makes a typical complaint that a guest may have. Other students
give a response. The teacher decides which student gave the best response based
on language, grammar use, and pronunciation. The person with the best answer
gets a point. The student with the most points wins. Have the students give
several complaints.

4. Group Work- First To Know

Put the list of complaints (in bold) on the board. The teacher reads the response.
Students listen to the response and decide what the complaint is. The first student
who identifies the complaint races to the board and circles the complaint and puts
their initials in the circle. The student with the most initials wins. Use the
information on the following page.
The sheets haven’t been changed.

Those things were so grungy that it will be hard to get to sleep.
The TV hasn’t been fixed.
It’s imperative that I keep abreast with the latest news for my job.
The shower hasn’t been repaired.
When will it get done, I can’t sleep with the constant drip, drip, drip.
Guest’s shoes haven’t been shined.
They have to be done by 3:00; I can’t go to a meeting with them looking like
that.
Guest’s luggage hasn’t been brought up.
Well when will it be here; I want to take a shower and change clothes.
The waste paper basket hasn’t been emptied.
I wish you would hurry up; trash is overflowing all over the floor.
The carpet is dirty.
It’s disgusting; I can’t even walk across the floor in my bare feet.
The towels haven’t been replaced.
What am I supposed to do, try to dry off with wet, soiled towels?
My laundry hasn’t been returned.
It’s already been 24 hours. I can’t keep wearing dirty clothes.
The mini bar has not been re-stocked.
Do you really expect me to go to 7-11 just to buy a couple of candy bars and a
beer?

5. Work Sheet 1- Problems and Complaints

talking hurts tastes morning

serve next bottle money
this take complaining right
happened funny terrible little
neck pillow apologize waiting
problem me
1. Yes sir, I’ll ____________ care of that ____________ away.
2. I have a problem. This ___________ is much larger than what I am used to. As a
result, my _________ is very stiff this ___________. Could a get a smaller one?
3. What ____________ to my briefcase? I left it right ___________ to the chair and

now it’s missing.
4. Excuse ________, this spaghetti is _______________. Its cold and the sauce
_________ like vinegar.
5. 58 baht for a _____________ of water! Are you kidding me! That’s way too much
____________ just for water.
6. Ouch! That __________. Could you please use a _________ less pressure?
7. I ______________, sir. Is ____________ better?
8. I’m sorry for being late ma’am, but I was __________ with my supervisor. I hope
it wasn’t a _____________.
9. Are you ever going to _____________ us our meal? We’ve been _____________
for over an hour.
10. Every one of that group from Germany is _______________ about the
accommodations. They say that the rooms are too small and they smell
___________.

6. Work Sheet 2- Problems and Complaints
Match the appropriate responses with the questions by putting the correct number
of the question on the line.
1. Could you use a little more ___ Really! That would be great. I
pressure? hate talking to airline personnel.
2. This bacon is not very crispy. I ___ I’ll send someone up right away
specifically asked for very crispy and have it cleaned again.
bacon.
3. Housekeeping did a very poor job ___ Thank you, I appreciate that. I’m
of cleaning the bathroom. The tub surprised it gets that cold in here.
is still filthy.
4. Mr. Kelly, did maintenance fix the ___ As you wish sir, how is this?
problem with the sink yet?
5. Where’s my luggage? I was told it ___ We were playing tag out on the
would be here 15 minutes ago. lawn and she fell down.
Fortunately, she wasn’t hurt.
6. Why is my child so dirty? She has ___ Thanks for bringing that to my
mud all over her clothes. attention. Why don’t you use that
one and I’ll have someone check
this out.
7. This tread mill doesn’t seem to be ___ Of course ma’am. I’ll return it to
working properly. the chef immediately and have him
heat it up.
8. I’d be happy to change the ___ Unfortunately no, they said they
reservation for you sir. have a couple of other jobs they
have to complete first. It will be
another 30 or 40 minutes.
9. This soup is very cold, could you ___ Let me look into that sir and I’ll
warm it up. call you right back.
10. Here are the extra blankets you ___ I’m sorry about that sir. I’ll get you
requested sir. another order right away.

Module 5 Making Comparisons
As a hotel representative you may be asked by

a guest to make a comparison between two or
more things. For example they may want to
know which restaurant is better for local cuisine
or which night club has a better live band or
which beach is the calmest for swimming. In
each of these cases you will be using
comparatives and superlatives. Comparatives
are used to indicate which of two things is
better or worse. Superlatives are used to
indicate which of three or more alternatives is
the best or the worst.
Comparatives and superlatives
Comparatives are formed in two ways.

1) if the word is one or two syllables add -er to the end of a word. If the word ends
in y change the y to i and add -er.
2) if the word is three or more syllable add more or less before the word.
* Note: This rule is a guide only and some words do not follow it.
big bigger small smaller

heavy heavier busy busier
beautiful more beautiful common more common
Superlatives are formed by two ways.

1) If the word is one or two syllables add -est to the end of the word.
2) If the word is three or more syllables add the most or the least before the word.
wise wisest fast fastest

quiet quietest simple simplest
Anxious most anxious diligent most diligent
* Note: This rule is a guide only and some words do not follow it.
Point to remember
When using the superlative you always, always, always
use THE before the superlative, for example the best live
band, the calmest beach, or the least spicy dish.

1. Lesson: Making comparisons
2. Lesson Objectives: Students will learn how to use the comparative and superlative
form to make comparisons between two or more things.
3. Procedure: Give students handouts of the following information on forming the comparative and
superlative. Explain the rules to the students and answer any questions they may have. From the list
below (or your on list) select students at random in the class and have them give the comparative
and superlative form of the words. Be sure to correct any pronunciation errors.
Able Brave Careful Decisive

Efficient Fear Gracious Helpful
Interesting Jealous Kind Lean
Meek Nice Optimistic Quiet
Rare Strange Truthful Unsure
Vicious Wary Weak
staff.
Guest: Which sarong looks better- the blue one or the red one?
Staff: I think the blue one suits you better.
Guest: Which hotel is the best place to stay at in Phuket?

Staff: I think the Hilton Phuket Arcadia Resort and Spa is best. The cost is a
little more expensive, but it’s closer to the beach and the facilities and
accommodations are much nicer.
Guest: Which do you think is the most convenient form of transportation in

Phuket- Tuk Tuk’s or taxis?
Staff: Well Tuk Tuk’s are much easier to find and are a lot cheaper, but taxis
are air conditioned.

Guest: Where’s the best place to go to listen to live music in Patong?

Staff: Well that depends on your taste in music. If you like Jazz and the Blues then
the Saxophone Pub and Restaurant is the place to go. If you prefer
mellower piano music, then Rico’s Piano Bar may be better. It plays music
from the 60’s and 70’s.
Guest: Which mall is the best place to buy clothes, Central Festival or Tesco Lotus?
Staff: In my opinion, Central Festival has more variety and better quality clothes
than Tesco.
• Guest wants to know the difference

between two restaurants
• Guest wants to know the difference
between two beaches
• Guest wants to know the best place to
go for shopping for jewelry
• Guest wants to know a good place for
dancing
Chinese food
clothes shopping
scenic sunsets
• Guest wants to know a good place for live music

Divide class into groups of 2 or 3. Students work together to develop a skit
that is grammatically correct about guests comparing two things (a beach,
hotel, shopping center, etc.). Once the skit is developed, students present it to
the teacher and rest of class. The teacher judges the skit based on language,
grammar use, pronunciation, originality, and acting ability.

2. Discussion
Have a discussion about the similarities of your countries culture and the culture of
the guests that visit your country. Points may include forms of greeting, gestures
used to indicate different things, tipping behavior, forms of polite and impolite
behavior, etc.
Students may also want to discuss personality differences between different groups
of visitors. For example, are people from some countries friendlier, quieter, louder,
more outgoing, etc. than others.

Divide the class into groups. The teams work together to formulate a response to
the items listed below. After discussion, one of the team members presents the
response to the class. The teacher judges which team presents the best answer
based on grammar, language use, and pronunciation.
• Comparison between a taxi and a motorcycle taxi

• Comparison between authentic local food and local food served in
tourist restaurants
• The difference between large shopping malls and local traditional open
markets
• Compare the similarities and differences between living in two cities in
your country
• Compare two luxury hotels in your area

4. Work Sheet 1- Comparisons
Form the comparative and superlative of the following words.
Comparative Superlative
Beautiful ____________________ ____________________

Cozy ____________________ ____________________
Energetic ____________________ ____________________
Grateful ____________________ ____________________
Kind ____________________ ____________________
Light ____________________ ____________________
Noisy ____________________ ____________________
Quiet ____________________ ____________________
Sanitary ____________________ ____________________
Tranquil ____________________ ____________________
Worried ____________________ ____________________

5. Work Sheet 2- Comparisons
Fill in the blanks using the words below.
desserts warmer stylish white

closer is lime tart
bottle cheaper better polite
detailed leather tippers carved
realistic difference lenses sweeter
more
1. Could you tell the _____________ between a red and a _________ wine?
2. Which one of these ____________ is ____________ - the pie or the chocolate

mousse?
3. Which city _________ ________ to Karon- Patong or Phuket Town?
4. Is the _____________ or lemonade drink more _____________.
5. 58 baht for a _____________ of water! I can get it much _____________ at 7-11.
6. Which ones do you like ___________, the light blue or dark blue _________ on these
sunglasses?
7. I can’t decide which hat to buy. The red one is more ______________, but it is
also __________ expensive.
8. I like the __________ coat much better, don’t you? It looks much ___________.
9. Why don’t you buy the ___________elephant instead? It looks much more
_______________ than the monkey or lion and the craftsmanship is much more
______________.
10. I prefer American guests. Although The British are more ____________, the
Americans are better __________.

Module 6 Giving and Receiving Compliments
Every one likes to hear compliments.

Compliments make people feel good about
themselves and we all need that at times.
Hotel guests and staff are no exceptions.
Guests may give hotel staff compliments for

the quality of their service, for their English
ability, for their appearance in a unique
uniform, or for doing something a little extra
for the guest. A hotel staff may give a guest
a compliment about how they look in a newly
purchased outfit, or for their patience when
a problem arises, or for a beautiful new hair
style after visiting a beauty parlor.
1. Lesson: Giving and receiving compliments
2. Lesson Objectives: Students will learn expressions for giving and receiving
compliments.

Giving complements
That’s a very nice ...(dress).
Great job on the …(presentation).
You look very good in … (that new hair-do).
This dish is delicious, my compliments to the chef.
That … (tie) looks great on you.
Responses to compliments
How kind of you to say so.
Thank you.
I’m glad you like it.
It was nothing really. (an expression of modesty and humility)

staff.
Bell Desk Staff

Guest: Your English is very good. You must study a lot.
Staff: Thank you sir. Yes, I study every chance I get.
Staff: This luggage is very unusual- strong yet light weight. I like it.
Guest: Thanks, it cost me an arm and a leg.
Guest: That was fixed very quickly. You must be very good at your job.
Staff: Thank you sir, I try.
Staff: Thank you for letting us know of this problem so quickly sir. Most quests
would have waited until check out, if then.
Guest: My pleasure.

Guest: What a lovely uniform, so colorful.
Staff: Thank you ma’am. How kind of you to say so.
Staff: Your patience regarding the delay is a true

virtue sir. Many guests would have complained.
Guest: I understand: it’s busy and hectic in here.
Front Desk Staff

Guest: I really appreciate all the extra work you did on helping us solve that
problem. It truly went above and beyond; my compliments to your work
ethic.
Staff: Thank you sir, how kind of you to say so.
Staff: These are really great pictures you took Miss George. Those of the sunset
are magnificent.
Guest: Thank you, but with this camera taking good pictures is really easy. No skill
on my part, I assure you.


Guest: You did a wonderful job of matching me with a golf partner. I appreciate it.
Staff: No problem at all, sir.
Staff: Excellent game Mr. Johnson. You really gave me a workout.

Guest: Thanks, I guess all those private lessons are finally paying off.
Housekeeping Staff
Guest: The room is spotless. You do excellent work.
Staff: Thank you ma’am.
Staff: You are so tidy sir. You make it very easy to clean your room.
Guest: Well, as my mother always said, ‘Cleanliness is next to Godliness’.
Kitchen Staff
Guest: My compliments to the chef.
This linguine is superb.
Staff: Thank you ma’am. I’ll appreciate
any and all comments.
Staff: That recipe you shared with us was superb.

I may even include it on the menu.
Guest: My pleasure and that would certainly
be an honor.
Spa Staff
Guest: You have great hands my dear. I’ve never felt better.
Staff: Thank you sir, I appreciate that.
Staff: Your new hair-do looks absolutely gorgeous, Mrs. Simpson.

Guest: Why… thank you for noticing. My husband didn’t.
5. Paired Practice A: Practice using the above expressions by role playing the following
A new dress or shirt A new hair cut

A nose job A meal they just cook
Their handling of a rude guest

5. Paired Practice B: Practice using the above expressions by role playing the
following situations with a partner, one person taking the role of the guest and
the other person taking the role of a hotel staff. For additional practice, switch
roles. Use the information below in your conversations.
Bell Desk Staff

Courteous service English ability
Careful handling of bags
Quickly fixing a problem English ability
Cleaning up well after repairs

Quick service English ability
New uniform
Front Desk Staff

Handling a problem professionally English ability
A hair do

A well played game of tennis
Courteous behavior toward a another rude guest
English ability
Housekeeping Staff
Cleaning room spotlessly
Quickly responding to a request (extra blankets brought to room)
English ability
Kitchen Staff
A delicious meal
Filling a specific request (making a special dish for the guest)
English ability
Spa Staff
An excellent massage English ability
Courteous behavior


that is grammatically correct about guests complimenting staff for something.
Staff should be very humble, but the guests should continue to lavish
compliments on the staff. Once the skit is developed, students present it to
the teacher and rest of class. The teacher judges the skit based on language,
grammar use, originality, and acting ability. Be creative and have fun!
2. Discussion
Have a discussion about the things that staff could compliment their guest on.
Do they ever compliment guests? Give a description of one compliment given.
Do they mean it or are they just being polite? How often does staff
compliment guests? Does complimenting a guest lead to bigger tips?
The group could also discuss compliments they get from guests. What are
they for? Give a specific instance. What would they like to be complimented
for, but aren't. Do their supervisors compliment they work? How often? What
for?

One student makes a typical compliment that a guest or staff may receive.
Other students give a response. The teacher decides which student gave the
best response based on language, grammar use, and pronunciation. The
person with the best response gets a point. The student with the most points
wins. Have the students give several compliments.

4. Whole Class- First To Know

Put the list of compliments (in bold) on the board. The teacher reads the response.
Students listen to the response and decide what the compliment is. The first
student who identifies the compliment races to the board and circles the
compliment and puts their initials in the circle. The student with the most
initials wins.
New Tie
Thanks, my kids bought it for me for Father’s Day. It really does go great with
this shirt.
Spaghetti Dinner
That was delicious. The tomatoes used in the sauce must have been very fresh,
right off the vine.
Hair Cut
Thank you. It cost me a small fortune, but I think well worth it. The new
Italian stylist at the beauty salon down town really knows hair.
Painting
Thanks, I’m glad you like it. It took about three weeks to complete. It seemed
to take forever to get the colors blended just right and the brush strokes perfect.
Nose Job
Thanks, I like it too. I think it completely changes the whole look of my face.
It was worth all the pain and suffering.
Use of a foreign language

I really appreciate that. I have studied for the last 10 years, but I think I still I
have a way to go to be fluent.
T-bone Steak
I’m glad you liked it. The secret is to first sauté thinly sliced garlic and onions
in olive oil and butter and then baste the meat in the sauce at least two hours
before cooking.
New Coat
Thanks a lot. It’s made from genuine leather and lined with rabbit fur. It’s
incredibly warm.

5. Work Sheet 1- Compliments
delicious tasted superb those

get audience new floral
hair cut coat
1. Nice _______________. It looks very warm. Is it _________?
2. What a beautiful _________ arrangement. Are _________ lilies?
3. That’s a great looking ___________. Did you ________ it at Pro Hair Stylist?
4. That was ____________. Was that a hint of garlic and onions I __________?
5. Your presentation was _____________, Ms. Parks. The entire ___________

was spell bound.
6. Work Sheet 2- Compliments
Match the appropriate responses with the questions. Put the correct number of the ques-
tion or statement on the line.
1. That was a terrific game you played ____ Thank you sir. I appreciate you saying
Mr. Lawson. so.
2. I really like that new suit of yours. ____ Why thank you, but it was nothing
Where did you buy it? really.
3. Your presentation to the managers ____ Thanks. I guess all those private
was excellent. Great job. lessons are finally paying off.
4. Your new hair-do looks great Ms. ____ I don’t really know, my wife got it for
Smith. It really suits you. me for my birthday.
5. Chef, that was the best tasting ____ How kind of you to say so.
apple pie I have ever tasted.

Module 7 Offering Help and Advice
As a member of the hotel industry you will

inevitably find yourself in a situation that
requires you to offer help or assistance to a
guest. This situation may present itself as an
absolute necessity or one of simply polite
behavior. In either case, knowing what to say
in those situations will hold you in good stead
with the guests. At times, you will be in
situations that you will offer your help and at
other times you may be asked to respond to a
guest that has requested help.
Help
1. Lesson: Offering and responding to help
2. Lesson Objectives: Students will learn expressions for offering and responding to
help.

pronunciation.
When offering help When asking for help

Would you like some help? Could you give me a hand?
Can I give you a hand? Would you mind helping me out?
Do you need any help? Could you help me please?
May I offer my assistance? I need some assistance please.
Need any help?
When responding to help

Of course ma'am, what can I do for you?
Oh course sir, how can I help?
Of course, what do you want me to do?
I’d be happy to assist you.
Yes sir, how can I assist you?

staff.
Bell Desk Staff

Staff: Excuse me ma’am, could I help you
with your bags?
Guest: That would be great thanks.
Guest: I don't understand what the taxi driver

is trying to say. Could you translate for me?
Staff: Of course sir, I'd be delighted to help.
Guest: Oh, thank you. I would really appreciate that.
Staff: Would you like me to help you reset the safe combination?
Guest: That would be great thanks.
Guest: Could you set the thermostat to 27°.

Staff: Of course sir, I’d be happy to.

Staff: Would you mind holding my dog while I dig
some money out of my purse?
Guest: Certainly ma’am. What’s the dog’s name?
Guest: Could you watch my child for a second while

I go get her some ice cream?
Staff: Of course ma’am, I’d be delighted to.
Front Desk Staff

Staff: Could I hold you packages while you sign in?
Guest: Thanks; that would help a lot.
Guest: Excuse me, but can you help me?

Staff: Of course ma'am, what can I do for you?
Guest: Some one just stole my purse off my shoulder outside the hotel.
Staff: That’s terrible. Why don’t you seat down here and I’ll call the police for you.
Guest: Thank you; I appreciate your help.


Staff: Let me help you add some more weights sir.
Guest: Thanks, much appreciated.
Guest: Could you give me a hand?

Staff: Of course sir, what do you need?
Housekeeping Staff
Staff: Pardon me sir, but it looks like you could use
some help with those packages.
Guest: I sure could, thanks.
Guest: Could you help me set the ironing board and iron please.
Staff: Of course ma’am. Where would you like it set up?
Kitchen Staff
Staff: Would you like some help carrying one of those plates?
Guest: Yes, I really could use four hands.
Guest: Could you assist me in operating this coffee dispenser.

Staff: My pleasure ma’am. You have to press down here.
Spa Staff
Staff: Let me help you with those packages ma’am.
Guest: Thank you, that’s very kind.
Guest: Could you help me take off my shoes. I hurt my back this morning and
it’s hurts to bend over.
Staff: Of course sir.

Listed below are some common vocabulary words that hotel employees may need in
order to assist guests with some problems they may have.
Health Problems Emergency Services Health Care Personnel

cold ambulance doctor
flu fire department nurse
headache police dentist
stomach ache hotel security optician
diarrhea clinic pharmacist
toothache first aid
• Help a guest move luggage

• Help a guest put a box in a trunk
• Help a guest use an ATM
• Help a guest that had her purse stolen
• Help a guest carry a handful of shopping bags
• Help a mother carry a baby and push a stroller at the same time
• Help a limping elderly man to the elevator
Advice
Guests, many times being in foreign countries and unfamiliar cultures, may need some
advice or suggestions in certain situations. It is only natural that they would seek
assistance from the hotel staff. Giving sound advice and suggestions to a guest when
needed can make the difference between an OK vacation and a great one. There are
several expressions that can be used when asking for or giving advice and suggestions.
1. Lesson: Asking for, giving, and responding to advice
2. Lesson Objectives: Students will learn expressions for asking for, giving, and
responding to advice.

When asking for advice

What do you think I should do?
What would you do in my shoes?
Do you have any ideas about what to do?
What would you suggest?
Can you think of anything that might help?
When giving advice

Why don’t you (.... take a taxi instead, it's faster.)
Have you thought about (.... getting some medicine at the
pharmacy)?
I think you should ( .... see a doctor).
Have you considered ( .... the local markets? Sometimes they have
great deals).
One option may be to (.... call your embassy).
When responding to advice

That’s a good idea.
That might work. I hadn’t thought of that.
Maybe you’re right.
Thanks for the advice.
Thanks, I'll try that.
4. Study: Students should work together in pairs and read the following dialogue,
one student reading the role of the guest and the other the role of the staff.
Bell Desk Staff

Guest: I can't seem to find any of the souvenirs I want at the mall. I can't go
home empty handed. Do you know where I could go?
Staff: Have you considered shopping at the traditional open market. It has
hundreds of items to chose from and the prices are usually cheaper
than in the mall.
Guest: Thanks, I'll try that.
Guest: What do you do to get rid of the hiccups?
Staff: I always drink a glass of water.


Guest: That food was really spicy and upset my stomach.
Staff: Maybe you should get some medicine at a pharmacy.
Guest: That's a good idea. Thanks.
Front Desk Staff

Guest: That woman looks angry. Did I do something wrong?
Staff: Actually sir, that gesture you used is considered very rude in our culture.
Guest: I'm sorry; I didn't mean to offend anyone. What should I do in that
situation?
Staff: Using this gesture instead is appropriate.
Guest: Thanks for the advice.

Guest: Do you have any advice on how to improve my putting game?
Staff: Well, you could try standing a little closer to the ball.
Housekeeping Staff
Guest: What do you think I should do, it’s too rainy to go to the beach.
Staff: Well you could go to the game room; there is a lot to do there.
Kitchen Staff
Guest: I’m tired of meat and potatoes. Do you have any suggestions for an exotic
meal?
Staff: Well, many of the guests seem to enjoy the baked eel with mixed
vegetables.
Spa Staff
Guest: Do you have any idea of how to ease the pain from sunburn?
Staff: I always take a very cold shower and put on this lotion.
5. Paired Practice: Practice using the above expressions by role playing the
A sunburn Getting a bargain on clothes

Activities on a rainy day A toothache
A cut finger Broken glasses
The hiccups Sleeping well


based on grammar, language use, and pronunciation.
A guest requests advice about how to appropriately greet locals

A guest requests advice about where to find the best bargains for souvenirs
A guest requests advice about what medicine to take for an upset stomach
A guest requests advice about when the best time is to visit the area for
vacation

Divide class into groups of 2 or 3. Students work together to develop a skit about
offering assistance that is grammatically correct. Once the skit is developed,
students present it to the teacher and rest of class. The teacher judges the skit
based on grammar and language use, originality, and acting ability. Be creative
and have fun!
3. Group Work- Discussion

Have a discussion about the types of things that guests ask for help or advice
about. Can the staff usually be of assistance? If they can't, what do they do- send
them to someone who can help, talk to their supervisor about it, apologize and
forget it? How often do guests ask for help or advice? Do people form different
countries ask for help or advice more than others? Do the guests tip for or
otherwise acknowledge the assistance?

4. Work Sheet 1- Offering Help and Advice
pleasure appreciate your pardon door

thank me need don’t bags
assistance mention having would my
assist help some for
1. _____________ you like some help?
2. _________ me ma’am, do you ___________ help with your ___________?
3. Excuse _________, could you __________ me with my luggage?
4. Pardon me, do you need any __________ opening the __________?
5. I’m ____________ trouble getting this safe open. Could you _________ me?
6. _________ mention it ma’am. It was my ____________.
7. Would you like _________ some help with _______ luggage?
8. _________ you so much _________ your help?
9. Thanks, I really _____________ your help?
10. Don’t __________ it sir, it was __________ pleasure.

5. Work Sheet 2- Offering Help and Advice
Match the appropriate responses with the questions. Put the correct number of the
question on the line.
1. Why don’t you tell use some of this ___ Of course, but al the pharmacies
sun screen? are closed.
2. You should take a taxi, it's safer. ___ No trouble at all, glad to help.
3. You really shouldn’t have gone to ___ Maybe you’re right, it's just that
all that trouble, but I appreciate it. I hate doctors.
4. I think you should call the police. ___ That's a good idea. Should I put
on all over or just on my face?
5. Thanks for the help with the bags ___ My pleasure sir.
young man.
6. Let me help you with those ___ No thanks, you’ve done plenty
packages ma’am. already.
7. Is there anything else I can help ___ No I can't, I have to leave

you with? tomorrow.
8. Have you considered taking antacid ___ Not me, they won’t be able to do
tablets? anything. It will just be a waste
of time.
9. You could always go to both places, ___ Thank you.

one today, one tomorrow.
10. You really should see a doctor, ___ I know, but it's also very a lot
that cut looks really bad. more expensive.

Module 8 Asking for and Giving Opinions
At times, hotel staff may be asked about their

opinion of some topic, such as a good place to go
shopping or what they think of a particular tour
company. The situation may also occur when a
staff may want a guest’s opinion about some-
thing, such as the quality of service at the hotel
or whether a particular shop had good prices for
their merchandise. Look at the expression below
that can be used to give or elicit an opinion.
Opinions
1. Lesson: Asking for and giving opinions
2. Lesson Objectives: Students will learn expressions for asking for and giving opinions.

expression sand have the students repeat them individually to check their
pronunciation.
Asking for opinions Giving opinions

What do you think of (…. I think (… it's one of the best places
The Night Club for live in town).
entertainment?)
What is your opinion of (... In my opinion (…it's not that good.)

the pizza at Pizza Hut?)
What is your attitude toward (... My attitude toward that is ( … I think

all the recent development it's being over done.)
in Thailand?)
Do you agree that (…Hawaii No, not really, (...it's too expensive
is one of the best vacation as far as I am concerned.
spots in the world)?
Are you in favor of (… gun control)? Yes, I am.
Do you oppose or favor (…a I (...oppose it because...).

global currency)?

staff.
Bell Desk Staff

Staff: I know that Thai boxing is a Thai national sport,
don’t you think it’s a bit savage and brutal?
Guest: No not really, I kind of like it.
Guest: Do you agree that Thailand should legalize gambling?
Staff: Yes, I think it would generate more tourist dollars and
income for the government.

Guest: What do you think of tequila?
Staff: It’s great if you want to get really smashed.
Front Desk Staff

Guest: What is your opinion of the show at Fanta-Sea?
Staff: I couldn’t really say, I’ve never seen it. But most people seem to like it.

Guest: In your opinion, do you think that my kids would like to go elephant
trekking?
Staff: Well, most children seem to enjoy it.
Housekeeping Staff
Guest: Could you turn the TV off. I hate MTV. What do you think of the music
teenagers listen to these days?
Staff: Personally I can’t stand it. It’s just so much noise as far as I’m concerned.
Kitchen Staff
Guest: What did you think of the Saxophone Restaurant in Patong?
Staff: If you like jazz, it’s a very good place and the food is pretty good.
Spa Staff
Guest: Do you think a Thai or Swedish massage is better for my old bones?
Staff: I think you would probably prefer a Thai massage.

The acting skills of Tom Hanks The movie Titanic

Your partner’s hair style The U.N.
The honesty of politicians in your country Madonna
Plays by Shakespeare The death penalty
Exploration of space– worth while or not Your partner’s attire
Using cell phones while driving Your English teacher
(don’t be rude)
Agreeing and Disagreeing

Most people have an opinion on most things. After expressing an opinion other people can
either agree or disagree. Of course, there are both polite and impolite expressions to use
when expressing your agreement or disagreement with someone. The expressions used
below are all polite expressions. We will forego listing the impolite expressions, as using
them with guests would be considered rude, and in some cases a cause for dismissal.
1. Lesson: Agreeing and disagreeing
2. Lesson Objectives: Students will learn to expressions for agreeing and disagreeing.

pronunciation.
Agreeing Disagreeing
I think you’re right I think you’re wrong about that
I believe so too I don’t believe so
I agree I disagree
I'll go along with that I can’t go along with that.
I concur I beg to differ
I'm with you We don’t see eye to eye on that

staff.
Guest: I think Patong Beach is the best beach on the Island.

Staff: Personally, I prefer Surin Beach, it's quieter usually.
Guest: I think my kids would really enjoy elephant trekking.

Staff: From what I've seen of them, I think they are a little old for that and
would find it boring.
Guest: I think that Thailand should legalize gambling?

Staff: Actually I do to. I think it would generate more tourist dollars and a lot
more income for the government.
Staff: I think Sumo wresting is a stupid and

boring sport.
Guest: I don't, I think it's fascinating and filled
with interesting traditions.
• Watching golf is exciting

• Governments should spend less money on social services
• Watching too much TV is bad for a child’s mind
• Gambling is a very good hobby
• Tests are a poor method of assessing students acquired knowledge


grammatically correct about disagreeing about some controversial topic. Students
should be strongly opposed in their opinions and express them with intense
feelings. Once the skit is developed, students present it to the teacher and rest of
class. The teacher judges the skit based on grammar and language use, originality,
and acting ability.
2. Work Sheet 1- Opinions
shade you opinion nice
boring best connoisseur service
prices painting think colors
what impression disagree humble
more top notch particularly opera
1. What do you ______________ of the ___________at the Hilton?

2. I think its ______ _________, but at these ________ it should be.
3. I really like that ___________ in the main lobby, don’t _____________.
4. Not really, I don’t _______________ like abstract and the __________ are very loud.
5. In my ____________, spending the night at the _________ is one of the finest
things in life.
6. I couldn’t ____________ more. It sounds incredibly __________.
7. ____________ is your _____________ of Karon beach?
8. The sand is ________, but I like Patong beach better because the trees that line the
beach provide ______________.
9. In my __________ opinion the 1983 Chateau Lafite Rothschild was the _________
wine ever produced.
10. Obviously you are no _______________. The 1982 Chateau Leoville Las Cases
is a ____________ superb wine.

3. Work Sheet 2- Opinions
1. What do you think of the Hilton ___ Obviously you have no sense of style.
hotel?
2. How do you like this dress? ___ Yep, Elvis, without a doubt.
3. Do you think Patong Beach is the ___ I think it’s great, but a little overpriced.
best beach on Phuket?
4. I think all politicians are mainly ___ Generally yes, but it depends on the
concerned about getting pace of the individual.
re-elected and not working
for the people.
5. I disagree. I think polka dot ___ To be honest, I think it makes youl ook
shirts are great. a little chubby.
6. Which massage do you think is ___ No comment.

better for sore muscles- a
Swedish massage or a Thai
massage.
7. Do you agree that swimming is a ___ Both have their strong points.
better workout that walking?
8. I completely agree. There is only ___ Not really, I think Surin Beach is better.
one King.
9. In your opinion, is the Hilton ___ I disagree. I think there are a couple
or the Marriott a better hotel. who actually try to fairly represent
their constituents.
10. Who do you think make better ___ Well, I prefer the Thai message.
English teachers- Americans or
the British?

4. Survey- Opinions
Survey members of the class and find out if they agree or disagree with the following
items. To get more information, ask why they feel that way.
Name Agree Disagree

Concurs with capital
punishment
Believes in corporal
punishment
Thinks Madonna’s
performances are too sexy
Believes most politicians are
honest and hard working
Thinks the Beatles where the
greatest band ever
Doesn’t like classical music
Thinks asparagus is a great
tasting vegetable
Believes that college prepares
students for the demands of
the world of work
Thinks that testing in school is
an unfair assessment of stu-
dent ability and knowledge
Believes that women should be

barefoot and pregnant
Thinks that cells phones are
the bane of western civilization
Believes that prisons should be
an institute for rehabilitation
Thinks their English teacher is
a good teacher

Module 9 Giving Instructions
There may be rare occasions when a

hotel employee has the opportunity to
give instructions to a guest on how to do
something or explain a situation or process.
For example, a Health Center staff may have
to provide instruction on how to operate a
piece of equipment, or a business center
staff may have to explain to a guest how to
operate a copier or FAX machine, or a front
desk staff explain to a guest the process
needed to extend a visa.
1. Lesson: Giving instructions and explaining
2. Lesson Objectives: Students will learn expressions to give instructions and explain
things.
When asking for instructions or giving explanations there are several standard
expressions that can be used. Look at these examples.
How do you operate ( … this tread mill)?

Can you show me how to ( …operate this
FAX machine)?
What’s the best way to (…hold a putter)?
Do you know how to (... get a visa extended)?
How do I go about (... changing my departure flight)?
When giving instructions or explaining things it is useful to use sequence

markers, words which guide the listener or reader through the instructions. It
is also important to keep the instructions or explanations short and simple.
Some of the more common sequence markers are listed below.
first second third forth

after that next before that then
you begin by the last step is now finally

staff.
Guest: How do you operate this tread mill?

Staff: First, turn it on then set the controls for speed, distance, or time. Last,
press the start button.
Guest: Can you show me how to hold the putter?

Staff: First, grasp the club with your left hand. Your thumb should be pointing
down and parallel to the shaft. Next, put your right hand below your left
hand, with your right pinkie finger touching your left index finger. Grip
the shaft by placing the palm of your right hand over your left thumb.
Your right thumb should also be pointing down and parallel to the shaft.
Guest: Do you know how to make a paper kite?

Staff: Sure, first, get two thin strips of light weight balsa wood, one three feet
long and one two feet long. Next, join the strips together forming a T
shape. After that, run twine from each end of the wooden strips,
forming a diamond shape. Then, glue large sheets of paper onto the
twine and wooden strips, so the diamond shape is covered with paper.
Last, attach a long piece of string to the kite, where the two strips of
wood cross to form the T.
Guest: How do I send a FAX?

Staff: First, put the paper into the feeder. Then, enter the phone number it is
being sent to. Finally, hit send.
• The guest asks how to change a flight to the

following day
• The guest asks how to extend his visa
• The guest asks how to play a Thai game
• The guest asks how to use a pay phone
• The guest asks how to open a bank account


based on grammar and language use and pronunciation.
Play a native card game

What the duties and responsibilities of the staff are
Some social do’s and don’t’s of your country
The political structure of your country
Basic traffic safety rules in your country
2. Game- Giving Instructions Game

Get into groups of three or four. One person selects a question and asks it to the
person on their right.
If they answer correctly without help, they get 3 points.
If they need help from others in the group (with vocabulary, grammar, etc),
they get 1 point.
If they can not answer, they get 0 points.
The other group members decide the points received. Continue until all instructions
are given. The person with the most points wins!
How do I…
blow up a
sharpen a light a make a cup of
balloon?
pencil? match? tea?
make a peanut
start a open a bottle peel an
butter
car? of wine? orange?
sandwich?
take a picture
set an alarm use a pay pop
with a
clock? phone? popcorn?
camera?

3. Work Sheet 1- Giving Instructions
Put the following instructions for the task in the correct order (1st, 2nd, 3rd, etc)
A. _____ Press the start button

_____ Place the bag inside the oven
_____ Listen carefully, when all kernels are popped, turn off the
microwave
_____ Set the timer for 5 minutes
_____ Open door and remove bag carefully, it may be hot
_____ Remove the cooking bag from the wrapper
_____ Shut the microwave door
What is the task? ________________________________
B. _____ Press the brew button

_____ Put a disposable filter in place in the basket
_____ Put in the desired amount of grounds in the filter basket
_____ Place the pot into place
_____ Pour the water into the receptacle
_____ Plug in the appliance into the nearest electrical outlet
What is the task? ______________________________________
C. _____ Place one slice of bread in pan, buttered side down

_____ Using a spatula, turn over sandwich when bread on bottom is
lightly toasted
_____ Place one slice of cheese on bread in pan
_____ When second piece of bread is lightly toasted and the cheese is
melted remove from pan
_____ Turn on burner to medium heat
_____ Place second piece of bread on top of cheese, buttered side up
_____ Butter 2 slices of bread
_____ Place sandwich on plate and eat when sufficiently cooled
_____ Set medium sized frying pan on stove
What is the task? ______________________________________

4. Work Sheet 2- Giving Instructions
1. How do I open this bag? ___ Yes, just put one cup of the grain in the
cooker and add one half cup of water and
turn the cooker on.
2. What do I need to do to ___ Sure, open up the bag, put the bag in the
operate the safe? microwave, then set the timer for four minutes
and turn it on.
3. How do I get connected to the ___ Move to a country where English is the Native
Internet? language.
4. Do you know how to make this ___ Sure, first put the paper on the glass and close
popcorn? the lid, then enter the number of copies you
want and finally press start.
5. Is it easy to make rice? ___ Look for the Internet Explorer icon on the desk
top and click it.
6. I can’t get the remote to work. ___ Look for a small slit on the top right hand
corner of the bag and start tearing there.
7. Can you show me how to copy ___ One- put three scoops of your favorite flavor
this? into a blender, two-add about a third of a cup
of milk, and three- turn on the blender.
8. How do you make sun tea? ___ Easy, fill and jug with water, put in a couple of
tea bags, and place in the sun.
9. How can I dramatically improve ___ First, select a four digit number as your code,
my English ability? then enter the numbers in the new
combination setting.
10. What are the steps in making a ___ Well, you have to point it at the TV before it
milk shake? will work.

Module 10 Asking for Repeats
In any normal conversation between people,

there will be times when one person will not
hear or understand what the other has said.
The probability that this will happen increases
greatly when taking an order in a crowded
restaurant or checking in a group of
boisterous chattering travelers. Of course,
there are other things that hinder
communication besides not hearing someone.
Examples include unknown vocabulary words,
or idiomatic expressions that the listener
does not understand, or the speaker is
just talking way too fast for the listener to
comprehend. Fortunately there are
expressions that can be used to cover
these situations as well.
1. Lesson: Asking for repeats
2. Lesson Objectives: Students will learn expressions to request to someone to repeat

something previously said.
Excuse me.
Pardon me.
Please say that again.
Can you repeat that please?
I'm sorry.
I'm sorry, I didn't catch that
Please speak more slowly.

I’m sorry; I don’t understand that expression.
What does _________ mean ?
Can you give me an example?
I'm sorry, I don't know what you mean.

Point to Remember
Sometimes it may be helpful if a guest asks for something to be repeated, to
rephrase what was said by using different words. The guest may not understand a
particular word's meaning or have trouble understanding the pronunciation of a
specific word. By re-phrasing, communication may be facilitated.
staff.
Guest: Could I have more soap in the bathroom?

Staff: I’m sorry; could you repeat that, please?
Guest: I need more soap.
Guest: Which way to the gym?

Staff: Pardon me.
Guest: How do I get to the gym?
Guest: I’d like to schedule a tennis game.

Staff: I’m sorry sir; could you say that again.
Guest: I want to reserve a tennis court.
Guest: Do you have any Tabasco sauce?

Staff: Tabasco sauce? I’m sorry; I don’t know what that is.
Guest: It’s a hot sauce. It comes in a small bottle. It’s put on pizza and tacos.
Guest: Does this dish have any shrimp in it?

Staff: Excuse me, I didn’t understand that. Could you speak more slowly?
Guest: This dish, is there shrimp in it?
Guest: It's raining cats and dogs out there.

Staff: Raining cats and dogs? I don’t understand that expression.
Guest: That expression just means that it is raining a lot.
Staff: Aah, I see.
5. Paired Practice: Practice using the above expressions by having similar

dialogues with a partner, one partner taking the role of the guest and the other
the role of the staff. For additional practice, switch roles. Practice the dialogue
several times, trying to use all of the expressions noted.

1. Whole Class- Appropriate Responses

The teacher should go around the room and ask students questions that have
difficult vocabulary, are mumbled, or are incomprehensible. Say it so they are
forced to practice the phrases used when asking for repeats.

grammatically correct about guests asking for repeats. Remember, the staff should have
limited English ability and poor pronunciation, so no matter what they say, the guests still
do not seem to understand. Use gestures, sign language, and facial expressions to make
yourself understood. Once the skit is developed, students present it to the teacher and rest
of class. The teacher judges the skit based on grammar and language use, originality, and
acting ability. Be a little silly and have fun!

3. Work Sheet 1- Asking for Repeats
understand pardon meaning repeat

spell say speak that
can could excuse need
slowly how in do
hear what again question
1. __________ me, could you ____________ that.
2. I’m sorry, I did not ____________ you. Please ____________ that again.
3. My English is poor, could you __________ more _________ please.
4. _______ you say that ____________?
5. I’m sorry, Tinsel town? ___________ does _________________ mean?
6. May I ask you a ______________? Do I __________ my passport?
7. ________ do you say kneecap _________ Thai?
8. How _________ you ____________ ‘emergency’ in English?
9. ‘Excuse me’ and ‘__________ me’ have the same ______________.
10. I’m sorry, I don’t ________________. ___________ you rephrase that?

4. Work Sheet 2- Asking for Repeats
of the question on the line of the response.
1. Do you have any Alka-Seltzer? ___ I’m sorry, I don’t understand what
you are trying to say.
2. Could I ask you a question? ___ Yes, I asked what time the gym opens.
3. How much rum is in these ___ What does that mean- cats and dogs?
drinks?
4. whereareyougonnnawanna ___ You know- like rings, earrings,

eattonight? necklaces, bracelets, that sort of thing.
5. Pardon me, could you repeat ___ I’m sorry, how do you say what?
that?
6. How do you ‘say thank’ in Thai? ___ Sure go ahead.
7. It sure is raining cats and dogs ___ Could you speak more slowly please?
out there?
8. Si habla espanol? ___ I’m terribly sorry, but I don’t speak
Spanish.
9. Could you give me an example? ___ How much what?
10. Today night we gone over by ___ I’m sorry- what is that?
big water on sand.

Module 11 Describing Facilities
Most hotels offer their guests many

facilities and amenities for their use and
enjoyment. The facilities may include pools,
sauna and steam room, a number of
restaurants, a health center, tennis courts,
putting greens, programs for children, a
business center, etc. Throughout the course
of the day a guest may ask a hotel employee
about any one of them. Questions that a
guest might have are: does the hotel have a
particular facility, where it is located, when
are its hours of operation, how much it costs,
do the facility staff speak English, etc.
Guests may also ask about facilities or places outside the hotel. Such places may be a
diving school, an historical site to visit, a hot night club, or a panoramic vista. The list
could be endless. The more knowledgeable a hotel staff is about the local facilities and
points of interest, the better service they will be able to give to the guests.
1. Lesson: Talking about hotel facilities
2. Lesson Objectives: Students will learn to respond to guests request about

information on hotel facilities.
Below are lists of various facilities or activities that guest may inquire about
At a hotel In the Community
Restaurants Business Centers Shopping Malls Scuba diving

Cafés Lounges Snorkeling Golf
Spas Steam Rooms Island Tours Boat Charters
Saunas Gift Shops Elephant Treks Zoos
Fitness Centers Business Centers Museums Panoramic Vistas
Conference Rooms Swimming Pools Aquariums Sea Kayaking
Squash Courts Tennis Courts Nature treks Grocery Stores
Putting/chipping greens Open Markets
Children's Programs

Look at these examples of guest’s requests about facilities
Is there a ….. (sauna at the hotel)?

Which restaurant (…in the hotel has a Western menu)?
Where can we (... see a good live band)?
I am looking for (... a hot night club. Do you know of any)?
Do you know where I can find (... fine jewelry)?
Where's a good place (... to see a movie)?
What is there to do (... here that is different)?
one student reading the role of the guest and the other student reading the role of
the staff.
Guest: We’re looking for a good restaurant for dinner?

Staff: What kind of food are you interested in?
Guest: Since we are in Thailand, we want to try Thai food.
Staff: The Thai Thai Restaurant is always a good choice.
Guest: Thank you very much. We’ll try it.
Guest: Could you recommend a place to take our kids? They’re getting bored
at the beach.
Staff: There’s a movie theater in Phuket Town at Central Festival they might
enjoy.
Guest: Well maybe. Is there anything else more exciting?
Staff: Lots of kids seem to have a great time at the Go-Cart track.
Guest: No way. That’s way too dangerous.
Staff: Have they ever ridden an elephant?
Guest: No, but is it safe?
Staff: Oh, absolutely. The elephants are well trained and the trainer leads the
elephant along the path. Riders are strapped into the seats with safety
belts, just like in a car. And to be truthful, the rides are not that long-
30 minutes or so.
Guest: That sounds OK.

Guest: I need to check my e-mail. Is there an Internet café near here?

Staff: Certainly, sir. The Business Center at the hotel has Internet access.
Guest: Can I also surf the Internet there? I need to find some information for
a meeting.
Staff: Absolutely sir.
Guest: Can I also save information to a disk or flash memory?
Staff: Of course.
Guest: Do you know what it cost?
Staff: To be honest sir, I don’t really know. But I’m sure it’s a nominal fee.
Guest: Ok, thank you.
Staff: My pleasure, sir.
• A place for dinner- Thai and Western food

• An outdoor adventure
• A movie
• A tour to a nearby island
• A night club
• Clothes shopping
• Souvenir shopping
• Exercise
• Massage

about guests asking about in hotel and outside facilities that is grammatically
correct. Once the skit is developed, students present it to the teacher and rest
of class. The teacher judges the skit based on grammar, language use,
originality, and acting ability. Be creative and have fun!


The teacher writes the following activities on the board. The teacher then
describes an activity. Students determine what the activity is by listening to
the description. The first person to know the activity races to the board and
circles the activity and puts in their initials in the circle. The student with the
most initials wins.
Dancing Singing Riding an elephant

Snorkeling Scuba diving Parasailing
Dining Clothes shopping Visiting a zoo
Souvenir shopping Golf Squash
Surf the Internet Eat a light lunch Massage
Racing a small car Getting some sun Swimming
3. Discussion
Have a discussion about the facilities or accommodations at your hotel? Do
guests ask for facilities or accommodations that they hotel does not provide?
What are they? What action does the staff take- do they recommend other
places? What is the quality of the facilities or accommodations at the hotel?
How could they be improved? What facilities or accommodations should be
added?
4. Game- (Use the game board on the following page)

Get into groups of four. One person starts and selects a topic and asks the
person on his right for a suggestion. When answering, be sure to give a
reason why you would go there. After an item has been selected and
answered, put an X in the box. Continue around the table until all the items
have been selected.

go on an island go to a world
see a movie
tour renowned festival
go scuba diving or
go to eat
snorkeling
go shopping go sailing
Where
would you
go if you
see the beauty of
wanted to
see historical sites
nature
go surfing see works of art
see animals go to night clubs
see Buddhist go to an see famous people

temples amusement park

5. Work Sheet 1- Hotel Facilities
colorful dancing go is
snorkeling cinema squash golf
island elephant kid parasailing
complex tan souvenirs eat
should best movie want
1. I want to go see a ______________. Where’s the nearest ___________?
2. Where ____________a good place to _____________ Thai food?
3. I’m looking for some ____________ for my friends back home. Where _______
I go?
4. Where is the ______________ night club in town to go ______________?
5. I need some exercise. Is there a _________ court in the hotel __________?
6. I _____________ some excitement. I want to feel the wind in my hair. Where

can I go to do some __________________.
7. I want to sit on the beach and work on my __________. Where should I

_____________?
8. What’s the best 18 hole ____________ course on the ____________?
9. I want to see some ______________ fish. Can you arrange a ___________

excursion?
10. My ______________ wants to ride an ____________. Where should I go?

6. Work Sheet 2- Hotel Facilities
Match the appropriate responses with the questions by putting the correct
number of the question on the line.
1. Where can I get a good work out? ___ Certainly sir, the Business Center
can handle all of your needs.
2. We’re looking for a Thai restaurant. ___ You might try Patong beach road.
What would you suggest? There are a multitude of shops that
cater specifically to tourists.
3. Does the hotel have facilities for ___ Absolutely sir; the Kids Club
getting online? provides planned activities for
children four to twelve.
4. Is it possible to eat by the pool? ___ Yes sir, let me get you a brochure
that describes them and their
locations.
5. Does the hotel have activities for ___ Well, you could always go on a
children? snorkeling tour. They’re always fun
and require little skill.
6. Where can I do some shopping for ___ The hotel gym is available for your
souvenirs? convenience.
7. I’m looking to try an easy water ___ There is a movie theater at Central
sport. Do you have any suggestions? Festival Phuket City.
8. Does the island have any good golf ___ Of course sir. Would you like me to
courses? reserve a tee off time for you?
9. My kids want to see a movie? ___ The Thai Thai Restaurant located
Where should we go? by the Lost Horizons pool is always
an excellent choice.
10. I understand that there are a ___ Of course sir, just ask any of the
number of beautiful Buddhist pool staff for a menu.
temples on the island. Is that
correct?

Module 12 Days and Time
Have you ever been on vacation and lost

total track of time, forgetting not only the
date, but the day? That's a sign of people
truly getting away from it all. Hopefully
guests will be having such a great time
that they may on occasion ask a staff the
day or date. Most of the time, however, the
guest may be just asking when specific
restaurants or facilities open or close within
the hotel complex.
1. Lesson: Days and time
2. Lesson Objectives: Students will learn expressions and vocabulary to express days
and times.

pronunciation.
The date is (... January first)

Today's date is ( the first of January)
It's 12:45 PM
The time is a quarter to two.
Parson me, do you have the time?

What’s the date today?
Is today the (12th or 13th)?
What times does the (... bus leave)?
What time would you like (.... the reservation)?
What time will you be (... checking in)?
I would like to stay from (... Monday through Thursday).
Days of the week: Monday Tuesday Wednesday Thursday

Friday Saturday Sunday
Months of the year: January February March April

May June July August
September October November December.

Seasons: Spring Summer Autumn (fall) Winter
Other expressions used with time

dawn sunrise morning breakfast
noon midday lunch afternoon
evening sunset twilight night
midnight morning shift day shift graveyard shift
When giving dates use ordinal numbers
First Second Third Fourth

(1st) (2nd) (3rd) (4th)
Fifth Sixth Seventh Eighth
(5th) (6th) (7th) (8th)
Ninth Tenth Eleventh Twelfth
(9th) (10th) (11th) (12th)
Thirteenth Fourteenth Fifteenth Sixteenth
(13th) (14th) (15th) (16th)
Seventeenth Eighteenth Nineteenth Twentieth
(17th) (18th) (19th) (20th)
Twenty-first Twenty-second Twenty-third Twenty-forth
(21st) (22nd) (23rd) (24th)
Twenty-fifth Twenty-sixth Twenty-seventh Twenty-eighth
(25th) (26th) (27th) (28th)
Twenty-ninth Thirtieth Thirty-first
(29th) (30th) (31st)
Point to Remember
There are two ways to give time. You can tell the hour and minutes (12:25)
or you can tell the minutes after the hour or before the next hour. For
example, 12:25 can be expressed as twelve-twenty five or twenty-five after
twelve. 11:40 can be expressed as eleven forty or twenty to twelve.
Fifteen minutes after the hour can be expressed as a quarter past or

a quarter after.
Fifteen minutes before the hour can be expressed as a quarter to or a
quarter till the hour.

staff.
Guest: Could you tell me the time please?

Staff: It's twenty after two.
Guest: What's today's date?

Staff: It's March third.
Guest: What time is check out?

Staff: Check out is at 12:00 PM.
Staff: Good afternoon sir. How can I help you?

Guest: I would like to schedule an appointment a tennis game.
Staff: Certainly, what day and time would you like that for?
Guest: Do you have time available on Friday morning? About 11:00.
Staff: I’m sorry, we don’t have any openings at 11:00, but there is time
between 9 and 10:30.
Guest: How about 10:30.
Staff: Yes sir, could I have your name please.
Guest: It’s Howard Johnson, room 1555.
Staff: OK Mr. Johnson, we have you scheduled for Friday at 10:30. See you
then.
Guest: Thank you, bye.
• The guest wants to know what times the Health Center facilities opens
and closes
• A guest wants to know when the buffet breakfast closes
• The guest wants to know when different holidays are in the country
(for example Loy Kratong and Songkran in Thailand)
• The guest wants to know the time
• A guest wants to know when the rainy season is
• A guest wants to change a dinner reservation time
• A guest wants to know the date
• A guest wants to know when check out time is

Talking about Routines
When people are talking about their daily or weekly routines they will be using time ex-
pressions. Guests may sometimes ask hotel staff the general routine of the location they
are visiting (for example when do local shops usually open and close, or the months of
high or low season, or what time it gets dark and light outside, or the times that local
people usually eat meals). When talking about daily schedules and routines adverbs of
frequency are used to indicate how frequently you do things.
1. Lesson: Talking about routines
2. Lesson Objectives: Students will learn adverbs of frequency expressions and

use them when talking about daily routines.
3. Procedure: Give students handouts of the following expressions/dialogues. Read

the expressions and have the students repeat them individually to check their
pronunciation.
100% 80% 50% 20% 0%

always usually sometimes seldom never
all the time most of the time occasionally rarely not at all
staff.
Guest: What time do the local shops usually open?

Staff: They usually open between 9:00 and 10:00.
Guest: Do they usually open at the same time on Saturdays and Sundays as well?
Staff: Yes, most of the shops open at the same time on the weekends.
Guest: When do Thai people usually eat dinner?

Staff: Most people eat dinner between 6 and 7 PM.
Guest: Is lunch usually between noon and 1:00 PM or between 1:00 and 2:00.
Staff: Lunch is usually between noon and 1:00.

Guest: How often do they change movies at

the local cinema?
Staff: Movies are usually changed once a week.
Guest: Do they show a lot of English language
movies?
Staff: Many of the movies are the latest Hollywood
block busters, which are captioned in Thai.
Guest: How many times a week does the hotel clean

the pool?
Staff: The pool is cleaned every day, sometimes twice
a day, depending on the circumstances.
Guest: What time are they usually cleaned.
Staff: Usually early in the morning, before the guests
wake up.
5. Paired Practice A: Practice using the above expressions by having similar dialogues
Paired Practice B: Using the adverbs of frequency above, tell your partner what
your daily schedule is like. Be specific and detailed. Discuss what you do from the
time you wake up until you go to bed, both during the week and on weekends
(or your days off).
Paired Practice C: Do you ever play tennis? Ask your partner if they ever do any of
the activities listed below. Ask other questions to get more information about when
and, what time, where, how often, with who, cost, etc.
Swim in the ocean Go on double dates Write poetry

Study all night Ride a motorcycle Go camping
Sing karaoke Wake up late Cook pizza
Sky or scuba dive Ride the subway Go bowling
Watch foreign movies Play board games Lift weights
Argue with parents Buy expensive clothes Knit
Ride a roller coaster Go to the theater Go to zoo

1. Whole Class- Elimination Game

Have students say the months of the year around a circle. The beginning person
says the first month, next person says the next month, etc. Each person has 3
seconds to say the name of the month. If they are incorrect or take longer than 3
seconds to respond, they are out of the game. Go until only one person is left.
For added difficulty, vary the game a little by stating a month (it's March now)
and asking what month is 3 months from now or 4 months ago. You may want
to add a little more time here, say 6 seconds to respond.
** This activity can also be done for the days of the week.
2. Whole Class- Speedy Response

Select one student at random in the class and ask him/her what time they do
things during the day (see list below for ideas). After they answer, select
another student. Be sure to ask all the students in the class and give the same
number of questions to each student.
If they answer within 3 seconds they get a ding-ding-ding! If they take longer
to answer they get a buzz. The person with the most dings wins.
Get up Go to bed Eat breakfast

Get to work Get off work Arrive home from work
Eat dinner Exercise Bathe or shower
3. Whole Class- Speedy Response

Select one student at random in the class and ask him/her when for following items
occur (see list below). After they answer, select another student. Be sure to ask all
the students in the class and give the same number of questions to each student.
If they answer within 3 seconds they get a ding-ding-ding! If they take longer to
answer they get a buzz. The person with the most dings wins.
Their birthday Current time

Their day off National holidays
Time they ate breakfast New Years Day
Time they got home last night When rainy season starts
Christmas Month high season starts

4. Work Sheet 1- Days and Time
usually day laundry when

reservation second leap does
many in date pardon
eat me breakfast time
was is make
1. ___________ me, do you have the ____________? Yes, it’s 9:00.
2. ______________ is your birthday?
3. How _________ months are there ______ a year?
4. Excuse __________, what time________ the restaurant open?
5. Pardon me, what ______ that _________ again? The 14th or 15th?
6. I ______________ do my ______________ on Saturdays.
7. Every 4 years the _____________ month of the year has 29 days. It’s called
___________ year.
8. When would you like to __________ your ______________ for sir?
9. When ___________ your ____________ off?
10. What do you usually _________ for ______________?

5. Work Sheet 2- Days and Times
Match the appropriate responses with the questions. Put the correct number of the
question on the line.
1. Could you tell me the date? ___ It’s open 24-7.
2. When are your days off? ___ Well, if you are referring to a calendar,
it’s the day before a major holiday,
such as Christmas or New Years.
3. Why do you only have a birthday ___ What- do you think I crazy?
every 4 years?
4. What’s the hottest month of the ___ Years and years, must have been when
year in most places in the northern I was a kid.
hemisphere?
5. When is your appointment? ___ Next Friday at 11:00.
6. What time does the restaurant ___ I always have the weekends off.
open?
7. When do you usually do your ____ Yes, it’s the 7th.

housework?
8. What is an eve? ___ I would have to say August.
9. When was the last time you went ___ I usually do it Friday after work. That
roller skating? way I have the whole
weekend free.
10. Do you ever go bungi jumping? ___ Because I was born on the 29th of
February.

Module 13 Describing Jobs
A large hotel can employee hundreds of staff,

all with differing responsibilities, functions,
and purposes. Each employee has a specific
role to play in meeting the needs of the
guests. The specific functions of particular
employees are usually described under job
descriptions or duties. Although the role of
most hotel staff may be obvious, there may
be times when a guest may ask about an
employee’s job or his duties. A guest may
never ask a staff to describe their job duties,
but if they do, students should be prepared to
give a simple answer.
1. Lesson: Talking about jobs
2. Lesson Objectives: Students will learn expressions and vocabulary for talking about
and describing jobs.
There are a couple of standard expressions that can be used when asking about a
person occupation.
What do you do?

What's your job?
What's your occupation?
What do you do for a living?
Once a person knows what your job title is they may want to know a little bit about
your specific job duties. Sometimes it is hard to tell exactly what a person does just
from the job title. Look at the expressions below that can be used to inquire about
job duties.
What are your job duties?

What exactly do you do?
What does your job entail?

Here are some of the jobs that are available at a hotel.
clerk/receptionist bell man grounds keeper

tram driver cook engineer
chef pastry chef masseuse
waiter/waitress hostess spa staff
wine steward bar tenders house keeper
pool attendant security staff medical staff
department managers assistant managers staff trainers
general manager personnel director health center staff
staff trainer supervisors maintenance worker
promotion and sales events coordinators children's program staff
guest relationship agent
staff.
Guest: What do you do?

Staff: I'm an events coordinator for a hotel.
Guest: What exactly does an events coordinator do?
Staff: Well, we arrange and set up all the things needed for a conventions and
conferences for various groups. We try to ensure that every thing runs
smoothly and efficiently during the event. For example, we schedule
rooms, arrange for set up of any needed equipment required (such as
audio-visual equipment, microphones, etc.), and solve problems that
may come up.
Guest: That's sounds interesting.
Staff: It has its moments.
Guest: What's your job.

Staff: I'm a chef.
Guest: Are you a head chef?
Staff: Well, I'm the head pastry chef.
Guest: Sounds sweet. Where do you work?
Staff: At the Hilton Arcadia Spa and Resort.

Guest: What do you do for a living?

Staff: I'm employed at a hotel as a bell man.
Guest: So you take people's luggage to their rooms.
Staff: Yes that, but I also arrange things like taxis for guests. One of my most
important functions is to be a source of information. I provide a lot of
information to guests, such as the kinds of facilities and their location
in the hotel, places to eat in the area, and places to go and see on the
island.
Guest: Just out of curiosity- do guests tip well?
Staff: Some do, some don't.
Paired Practice B: Have a discussion about your job with others in the class. What is
your job title? What are your job duties? What are some of the good things about your
job? What are some of the difficult things about your job? How long have you had the
job? Do you like your job? Why or why not? What other job would you like to have at
the hotel? Are there opportunities for advancement in your job?

1. Whole Class- First to Know

Put the following jobs an the board and then read the job descriptions. The
students listen to the descriptions and determine the job being described. The
first person to know the job should race to the board and circle the job and put
their initials in the circle. The student with the most initials win.
Clerk/receptionist: This person checks people into the hotel.

Bell man: This person takes guest bags to their room.
Tram driver: This person drives people to/from various places at the hotel.
Cook: This person prepares food in a restaurant.
Pastry chef: This person makes bread, cakes, and cookies.
Waiter/waitress: This person serves guests food in a restaurant.
Hostess: This person greets guests and takes them to their table in a restaurant.
Bartenders: This person makes drinks.
General manager: This person is the boss.
Masseuse: This person gives guests massages.
Maintenance worker: This person fixes things that need to be repaired.
House keeper: This person keeps the rooms clean.
Grounds keeper: This person cuts grass, trims bushes, and waters flowers.
Guest relations agent: This person works with VIP guests.
Health center staff: This person assists guests in the gym

Module 14 Describing Functions and Purposes
Although guests may seldom ask a hotel staff

to describe the function or purpose of some-
thing, it's nice to know how to respond just in
case they do. For example, a guest may ask
the purpose of a particular piece of exercise
equipment in the hotel gym or how a device
not seen in their country functions (such as a
small wall mounted water heater). Being able
to answer these type of questions may make a
big impression on the guest and enhance their
stay.
1. Lesson: Describing functions and purposes of things
2. Lesson Objectives: Students will learn to describe or explain the function and
purposes of things.

pronunciation.
How does it work?

What does it do?
What is its function?
What is its purpose?
What is it used for?
staff.
Guest: What is a FAX machine and how does it work?

Staff: A FAX machine is an electronic device that transmits copies of written
materials over a telephone line to distant locations. The sending machine
reads the text or pictures and converts these images into electronic
impulses. The receiving machine converts the impulses back into written
form and prints the documents out.

Guest: What is that thing on the wall in the bathroom next to the shower?
Staff: It’s the water heater?
Guest: How does it work?
Staff: Water passes through pipes heated by electricity to make the water hot.
Guest: How do use it?
Staff: First, press the lever at the bottom of the unit to turn it on. Then, turn the
temperature setting dial to the temperature desired. After that, just turn on
the water.
Guest: Does it take long to heat the water?
Staff: It takes only a couple of seconds.
Guest: What is this?

Staff: It is the remote control for the TV.
Guest: What does it do?
Staff: It can be used to control the TV, to turn it
on or off, to change channels, and to adjust
the volume. With this device you don't have
to get up from your chair or bed to use the TV.
Guest: How does it work?
Staff: It operates on batteries and sends a signal from
the remote to sensors in the TV that control the
different functions.
Guest: How convenient!
Paired Practice B: Work with a partner and explain what the following items are
and how they work. The listening partner should ask questions to get more detail
or clarification. Obviously most (if not all) people already know what these things
are and how they work, but the purpose of the exercise is to practice using the
language. So... the partner asking about the items should pretend to be very,
very stupid or from a very remote, uncivilized location that has never been
exposed to these modern conveniences.
Pencil sharpener Bicycle Toaster Clock

Calculator Camera Stethoscope Bow and arrow


based on grammar and language use and pronunciation.
The purpose of a health center and the benefits to guests

The purpose of a children's program and the benefits for guests
The purpose of a business center and the benefits to guests
The purpose of a spa and the benefit to guests

Module 15 Giving Directions
As happens in strange and new places, people

get disoriented and may require help finding
their way, so guests may frequently ask you
for directions. They may ask directions to a
restaurant in the hotel complex, the nearest
restroom, or a nearby historical site. There
are a multitude of expressions that are used
when asking for and giving directions.
1. Lesson: Asking for and giving directions
2. Lesson Objectives: Students will learn expressions for asking and giving directions.
Asking for directions
Could you tell me how to get to (… the pool)?

How do I find (…StarBucks Coffee Shop)?
Pardon me, I'm lost, how do I get to the (…the main lobby)?
Which is the best route to (…Phuket Town)?
Could you direct me to (…the beach)?
Which way do I go to get to (…the hospital)?
Giving directions
Take this passage way Go up/down the steps

On your right/left Turn right/left
Take the elevator It's on the third floor
Follow this path Turn right/left at the corridor
It’s about 50 meters Go about 3 kilometers
Cross the street It’s on your right/left
It’s in the middle of the block It’s on the corner
Drive south on 4233
It’s next to/ across from/between/in front of
Drive to Jackson street and turn left/right

Prepositions of location used when giving directions
go straight go to right left

cross on your right on your left beside
next to behind across from in front of
on the corner of (to be very specific NE, SE, NW, SW corners)
Point to Remember (Suggestions for giving directions)

Giving street directions is really very easy when you remember to follow these
points. When giving directions you are actually giving two sets of instructions.
In the first set- "Go To" - you are telling the listener what street
to go to or how far to go.
In the second set- "Then"- you are telling the listener what to do
when they get there. (turn right/left, go
straight, on the left, etc.)
Giving even very complicated directions is just a repetition of these two basic
steps. Another good idea is to use easily identifiable landmarks; instead of the
amount of time to get someplace (time is relative, after all). Easily identifiable
landmarks are street lights, stop signs, parks, tall building standing alone, etc.
Additional Vocabulary
sidewalk footpath no through way (road)
pedestrian main road street
avenue boulevard round about
dead end cul de sac pavement
Land marks
art gallery bridge castle temple
cathedral cinema zoo department store
museum opera house post office police station
fire station railway bus station train station
traffic light stop light stop sign T-junction

the staff.
Guest: Could you tell me how to get to the Spa?

Staff: Take this passageway and go down the steps on your right. At the
bottom of the steps there is a wooden bridge. Go over the bridge and
turn right. Follow the path until you get to the Spa. It’s about 40
meters from the bridge.
Guest: How do I find the Thai Thai restaurant?

Staff: Just follow the pathway to the left of the reception desk in the
Andaman lobby. The walk way will take you directly to the Thai Thai
Restaurant.
Guest: Which way do I go to get to the beach?

Staff: From the Bell Desk in the Andaman Lobby, turn left and follow the path
on the right and go past the pond and up the steps. From there, walk
straight across the beach road, the beach will be right in front of you.
Guest: Pardon me, I'm lost, how do I get to the gym?

Staff: From the main lobby, walk away from the beach and take the first
staircase on your right down. The staircase is next to the portrait
center. The gym is on your right at the bottom of the stairs.
Guest: Which is the best route to the Phuket City?

Staff: Get on the road to Patong and drive north on the 4233. At the end of
the beach road in Patong, turn right on the 4029 and drive east. Take
the 4029 about 4 kilometers and turn right on the 4020. That road will
take you into Phuket city.

More Practice
Using the map below, work with a partner and ask for directions to places on
the map.

1. Work Sheet 1
Fill in the blanks by writing the correct word on the line that will complete the
sentence.
direct route in front of Golf get take

lost north find where to hurry
right again into on next what
turn away could bottom how way
me
1. _____________ you tell me __________ the gym is?
2. ___________ do I ____________ to the Spa?
3. __________ is the best __________ to get to Patong?
4. Yes sir, ____________ this passage way until you come to front desk, then
_________ right.
5. Pardon _______, I'm ____________, how do I _______ the gym?
6. From the main lobby, walk _______ from the beach and take the first staircase
down on your right. The staircase is ________ to the portrait center. The gym is
at the _________ of the stairs.
7. What is the fastest __________ to Phuket City? I’m in a ___________.
8. Get on the road to Patong and drive ________ on the 4233. At the end of the
beach road in Patong, turn ____________ on the 4029 and drive east. Take the
4029 about 4 kilometers and turn right ________ on the 4020. That road will take
you __________ Phuket city.
9. Could you ___________ me to Dino Park Mini __________?
10. On the main road ___ ________ ____ the hotel, walk south about 500 meters.
The Park is ____ the right, next _______ The Marina Phuket Resort.
Hotel TEFL 100 Yada Yada Eng-

Module 16 Using the Telephone
There may be times when hotel staff may

have to talk on the telephone with a guest.
Some staff may spend the majority of their
day on the phone and other staff maybe only
on rare occasions. The reason for being on the
phone will vary as well. Some staff may be
booking rooms, some staff may be taking
orders for room service, and some staff may
be taking a reservation for dinner at a
restaurant.
1. Lesson: Telephone use
2. Lesson Objectives: Students will learn common expressions used when talking on
the telephone.

pronunciation
Hello Goodbye
Is Mr. _____ there (in)? May I speak to Ms. __________?
I would like to speak to Mr. __? Hold please.
I’ll transfer you. I’ll put you through.
May I help you? I’ll call back.
I got your message. I’m returning your call.
At times, you will find that you may have to leave or take a message because
the person being called in not in.
A caller's request
May I take a message?
Could you give her a message please?
Do you mind taking a message?
A callee's request
May I leave a message?
Would you like to leave a message?
I can leave him a message if you like.

Other common expressions used when talking about messages are below.
He's not in at the moment.

Do you know when he might return?
May I ask who’s calling?
Could I have you name and number (or room number)?
How do you spell your name please?
the staff.
Bell Desk Staff

Staff: Bell Desk, how may I help you?
Guest: Yes this is Mr. Morrison. Could you send up a bell man as soon as
possible, we’re checking out.
Staff: Of course sir, could I have your room number?
Guest: It’s 876.
Staff: A bell man will be there within 5 minutes sir.
Guest: Thanks, bye.
Staff: Good bye, sir.
Staff: Engineering, how may I help you.
Guest: Yes the toilet in my room is overflowing.
Staff: That’s not good; I’ll send someone up right away.
Could I have your room number please?
Guest: It’s 1866.
Staff: Someone will be there in a few minutes sir.
Guest: Great, thanks.
Staff: You’re welcome sir.
Kitchen Staff
Staff: Main Kitchen.
Caller: May I speak to Chef Morrison please?
Staff: He is not in at the moment. Can I take a message?
Caller: Yes, could you tell him that Julie Anderson called.
Staff: Could I have your number please?
Caller: Yes, it's 555- 6709.
Staff: I'll give him the message.
Caller: Thanks, bye.


Staff: Good evening, Truffles Restaurant.
Guest: Yes I would like to make a reservation for tomorrow night.
Staff: Of course ma’am, what time would you like?
Guest: 7:30.
Staff: Would you prefer inside or patio dining?
Guest: Patio dining, if available.
Staff: I’m sorry, we’re all booked at that time on the patio, but there is
seating inside if you like.
Guest: Inside is OK then, but could we get a table by a window?
Staff: Of course ma’am. Could I have your name please?
Guest: Mabel Kingston.
Staff: OK Ms. Kingston, we have you booked for inside dining at 7:30
tomorrow. See you then.
Guest: Thank you, good bye.
Front Desk Staff

Staff: VIP Lounge. How can I help you?
Guest: Yes, this is Mrs. Turner in room 2110. I’d like to arrange an elephant
ride for my daughter.
Staff: Certainly ma’am. When would you like to go?
Guest: How about 10:00 AM?
Staff: Would you also like me to arrange transportation to and from the ride?
Guest: That would be great, if it’s not too much trouble.
Staff: No trouble at all ma’am. If you could meet me in the VIP Lounge at
10:00 I’ll escort you to the taxi.
Guest: Sounds great. I’ll see you then.
Staff: See you at 10:00 Goodbye.

Staff: Fitness Center, how can I help you?
Guest: I’d like to schedule a time for a squash game.
Staff: Certainly sir, what day and time would you like?
Guest: Tomorrow morning, as early as possible.
Staff: We open at 7:00 AM and have available times from 7:00 to 9:00.
Guest: How about 7:00.
Staff: 7:00 is fine. Could I have your name please?
Guest: Yes, this is Eddy Norton, room 777.
Staff: Yes Mr. Norton, you are scheduled for tomorrow at 7:00 AM.
Guest: Thank you.
Staff: You’re welcome. See you tomorrow.

Housekeeping Staff
Staff: Housekeeping, how can I be of assistance?
Guest: Could I have a couple more blankets sent up to my room please.
Staff: Of course ma'am. Could I have your room number?
Guest: I'm in room 777.
Staff: They will be there in 10 minutes.
Guest: Thanks. Bye.
Staff: You're welcome, have a good night.
Staff: Room Service, how can I help you?

Guest: Yes, could you send up a BLT, a bag of chips, and an ice tea.
Staff: Of course sir, could I have your room number?
Guest: It's 1515.
Staff: OK, your order will be there in about 15 minutes.
Guest: Thank you, goodbye.
Spa Staff
Staff: The Spa, how can I assist you?
Guest: Yes, do you sell any bubble bath products?
Staff: Yes, ma’am, we have several products to choice from.
Guest: Do you have something with a lemon or orange fragrance?
Staff: Yes we do.
Guest: What time does the Spa close?
Staff: We close at 9:00 PM.
Guest: OK, I’ll be there is a few minutes.
5. Paired Practice A: Practice using the above expressions by role playing the following
• Arrange a tennis game

• Arrange a golf lesson
• Request a first aid kit
• Request immediate ironing of dress
• Request information about hot night spots
• Request information about scenic tour
• Make a dinner reservation for a restaurant

5. Paired Practice B: Practice using the above expressions by role playing the following
Message 1- A is calling, B is taking message

Information for A Message Memo
Name of caller: Warren Keller Date: ________ Time: ________
Name of person wanted: Sam Fuller To: _________________________
Reason for call: Meeting canceled From: _______________________
Message: Reschedule for Wednesday Message: _______________________
Information for B _______________________________
Reason can’t answer: Out of office Caller’s phone number: ____________
Message 2- A is calling, B is taking a message

Information for A Message Memo
Name of caller: Alice Lynn Date: ________ Time: ________
Name of person wanted: Mr. Choi To: _________________________
Reason for call: Thompson merger From: _______________________
Message: Call office ASAP Message: _______________________
Information for B _______________________________
Reason can’t answer: On another line Caller’s phone number: ____________
Message 3- B is calling, A is taking a message

Information for B Message Memo
Name of caller: Bobby Smith Date: ________ Time: ________
Name of person wanted: Sally DuPont To: _________________________
Reason for call: Dance From: _______________________
Message: Can’t make it to the dance Message: _______________________
Information for A _______________________________
Reason can’t answer: Went to store Caller’s phone number: ____________
Message 4- B is calling, A is taking a message

Information for B Message Memo
Name of caller: Randy Goose Date: ________ Time: ________
Name of person wanted: Clara Oates To: _________________________
Reason for call: Party From: _______________________
Message: Bring cookies to the party Message: _______________________
Information for A _______________________________
Reason can’t answer: At doctor’s Caller’s phone number: ____________

1. Work Sheet 1-Telephone
Fill in the blanks by writing the correct word on the line that will complete the
sentence.
message beep lines hold

you massage leave wait
how I’m time take
Friday may calling sorry
Spa thank will wrong
good want would please
1. _________ afternoon. __________ may I help you?
2. Yes, I __________ to speak to Mr. Peterson ___________.
3. __________ the line please, I’ll connect ____________.
4. I’m ____________. You must have the ____________ number.
5. ________ sorry sir, but he is out of the office at the moment. Can I __________
a _____________?
6. Yes, I __________ like to schedule an _______________ for _____________.
7. ________ I ask who is _____________?
8. Yes, I’m calling to find out what ___________ the ____________ opens.
9. You have reached 777-7777. At the __________ please ________ a message.
10. _________ you for calling the Hilton. You are very important to us. However, all
our ___________ are busy at the moment. Please ________ for the next
available operator. We __________ be with you momentarily.

2. Work Sheet 2- Telephone
1. May I speak to Mr. Carson? ___ This is Mr. Dogood from Samson’s
Dining Equipment.
2. Hello. ___ No that’s OK, I’ll just call back later.
3. Well, I really have to be going. ___ Could I have extension 453 please.
4. Please leave a message at the ___ Yes, I would like to make a reservation
beep. for Saturday night.
5. Thai Thai Restaurant, how may I ___ Of course, I’ll talk to you later.
help you? Goodbye.
6. She’s not in the office right now. ___ I’m sorry he’s out of the office at the
Can I take a message? moment.
7. Who may I ask is calling? ___ Yes please, have her call Miss Walters
at 567-9932.
8. Would you like to leave a ___ Is Henry in?

message?
9. How may I direct your call? ___ No it isn’t. that number is 6767.
10. Is this the Fitness Center? ___ Hello Mr. Parkins, this Emily Loons.
Please call me at 777-5544 ASAP.
Thanks. Bye.

Module 17 Bill Settlement
Eventually, usually all too shortly, guests will

have to check out and pay up. Unfortunately
for many hotel staff this can be a time of
stress and frustration. Let’s face it, most
people don’t actually like paying for things
and services (it’s so much nicer when it’s
free!). Some guests may question expenses
(such as a PPV movie not seen), they may
complain about the high cost of some items
(such as any item in a mini-bar), or they may
just want to get something for nothing (who
doesn’t?). No matter how guests react to the
bill, the piper still must be paid.
1. Lesson: Bill settlement
2. Lesson Objectives: Students will learn common expressions used when settling bills
and receiving payment for services.

pronunciation.
From Staff From Guests

Will that be cash or charge? I'll be paying with cash.
Can I charge this to my room and pay
when I check out?
How will you be paying? I'd like to use a credit card.
Do you accept VISA or MasterCard?
Could you sign here please? There you are.
Here’s you change sir. That's OK, keep the change.
Would you like a receipt? Could I have a receipt please?
I’ll check the bill again if you like. This seems a bit much. Can this be
right?
A service charge is included Is a tip or gratuity included in the bill.
in the bill?
Let me double check that for I think there’s been a mistake on you
ma’am. the bill.
Sorry about the mistake sir.

staff.
Guest: Could I have the check please?

Staff: Of course sir, I'll be back in a moment.
Guest: I'd like to check out please.

Staff: Of course sir, could I have your room
number and room key?
Guest: The room was 333. Here's the key.
Staff: Did you use the mini bar sir?
Guest: Yes, I had a couple of sodas.
Staff: The total comes to $577.99. Will you be charging this sir?
Guest: Yes, put it on my Visa Card.
Staff: Sign here please. And thank you for staying with us.
Guest: There you go. Thanks
Staff: How will you be settling your bill sir?

Guest: I’ll be paying by cash.
Staff: Yes sir, here’s the bill.
Guest: Excuse me, but what is this charge for?
Staff: Let me see, it’s for an apple pie.
Guest: But we didn’t order apple pie.
Staff: I’m terribly sorry for the error sir. Let me
refigure this. Here you go sir.
Guest: That looks right. Thank you.
Staff: Sorry for the error sir, and please come again.
Staff: Would you like to pay for the tennis court in cash or charge it to your room?
Guest: Just charge it to my room please.
Staff: Yes sir, if you could just sign here.
Guest: There you are.
Staff: Thank you sir, have a pleasant day.

Paired Practice B: Practice using the above expressions by role playing the
• The guest didn’t order a beer with dinner

• The bill had a charge for a deluxe burger, not a plain burger
• The bill included a charge for 2 glasses of tea, the guest only had 1
• The bill didn’t include 2 orders of ice cream
• The guest got the wrong bill, for someone else’s order

Have a discussion about the problems you encounter when guests settle their
bills. What kinds of problems are there? What is the most common problem?
Does it happen very often? Are guests being charged for services they did not
receive? Are there many mistakes made by the hotel? Do guests try to get
more than they want to pay for? What is the reaction of the guests when the
hotel makes mistakes? Are they understanding? Are they angry? When having
the discussion give specific examples of problems encountered.

that is grammatically correct about a guest being charged for a service (or
item in a restaurant) he didn't receive. Once the skit is developed, students
present it to the teacher and rest of class. The teacher judges the skit based
on language, grammar use, pronunciation, originality, and acting ability.


Put the following words (in bold) on the board. The teacher reads the definitions of
the words. Students listen to the definition and the first student that knows the
word races to the board and circles the work and puts their initials in the circle. The
person with the most initials wins.
Supplement: An addition to something

Amount: The cost of something
Sub-total: The amount of part of a bill
Total: The entire cost of something
Exchange Rate: The cost of one currency compared to another
Room Rate: The price of a room at a hotel
Charge: To pay for something with a credit card
Discount: An amount subtracted from the total
Invoice: Another word for bill
Coupon: A paper with a set price (usually discounted) for a good
Balance: The amount of money remaining (usually in a bank account)
Debit: To subtract from a balance
Credit: To add to a balance
Deposit: To put money into a bank account
Gratuity: An extra amount added to a bill given to a waiter or waitress
for good service
Tip: A gratuity
Service charge: An additional amount added to a bill
Tax: An amount added to a bill that goes to the government

4. Work Sheet 1- Bill Settlement
will cash do mistake high

checks service how paying bill
been charge settling a lot of brochure
accept would receipt cash much
1. Will that be _____________ or ______________?

2. ___________ you _____________ VISA cards?
3. There are _____________ guests at the hotel during the __________season.
4. There isn’t __________ information in this ______________.
5. A ___________ charge is included in the _____________________.
6. _____________ will you be _____________?
7. This can’t be right! I think there’s ____________ a ____________ on the bill.
8. Can I ___________ some travelers ________________?
9. ________________ you like a ______________?
10. How _____________you be _________________ your bill sir?

5. Work Sheet 2- Bill Settlement
1. How will you be paying today sir? ___ I’m sorry for the mix up sir. Let me
correct that.
2. Do you accept Master Card? ___ Yes it does sir.
3. This bill seems to be really high. Is ___ You can do that at the front desk sir.
this right?
4. That will be 39.75, sir. ___ No, that’s OK. I’ll pay cash.
5. Could I have a receipt please? ___ With the prices you charge! No way.
6. Does this include the service charge? ___ I’m sorry sir, we only accept Visa
or American Express.
7. Would you like that charged to your ___ Here’s $50. Keep the change.
room sir?
8. Did you have anything from the ___ Of course ma’am, here you go.
mini bar sir?
9. This bill includes the cost of a ___ With cash.

coffee? I didn’t have any coffee.
10. Where can I exchange dollars into ___ I’ll double check it for you sir, if you
baht? like.

Module 18 Shopping
Most hotels have shops of one sort or

another in them, and of course guests use
these shops to make purchases. Besides
restaurants, many hotels have a variety of
shops or boutiques selling any number of
things. The merchandise in these shops could
range in price from inexpensive, to
moderately priced, to extravagantly high end.
The merchandise sold could include clothes
and accessories, shoes, jewelry, works of
art, audio tapes, CD’s, or DVD’s, or
souvenirs.
1. Lesson: Shopping
2. Lesson Objectives: Students will learn common expressions used when shopping.
May (can) I be of assistance? How much are the (...blue jeans)?

How can (may) I help you? Could you tell me the price of that …
(camera)?
May I assist you? Do you have any (... Playing cards)?
Could I help you find something? No thanks, I’m just browsing.
How much is this cap? That's (... $9.99)
How much are these earrings? They are ( ... 4500 Baht).
What (... size do you need)? I ( ... wear a size 12).
Do you have this in (... a larger I'm sorry, that's the largest size we carry.
size)?
Does this come in ( ... a different Yes, it also comes in (... green, red,
color)? and blue).

Module 18 Shopping
staff.
Staff: Welcome to THE BOUTIQUE. How may I help you?

Guest: I'm looking for a bathing suit?
Staff: A one piece, two piece, or a bikini?
Guest: A two piece, but not too revealing.
Staff: We have some over here.
Guest: That blue and white polka dot one looks nice.
How much is it?
Staff: It's $75.
Guest: That's a bit pricey, but I'll take it.
Staff: Good afternoon, may I be of assistance?

Guest: Yes, how much is the carved elephant?
Staff: That's 755 Baht.
Guest: Could you tell me what it's made from?
Staff: That's made from teak.
Guest: I'll take it.
Guest: Excuse me; do you have any yellow T-shirts?

Staff: Yes sir, the right over there.
Guest: Thanks. Do you have any bigger ones?
Staff: Let me check in the back. I'll return in a moment.
Guest: Thanks.
Staff: Good afternoon, may I be of assistance?

Guest: No thanks, just looking around.
Staff: OK, if you need anything, just let me know.
Guest: Oh, I will.

Module 18 Shopping
Paired Practice B: Practice using the above expressions by role playing the
roles. Use the information below in your conversations. The guest should ask ques-
tions about price, colors, sizes, what made from, etc.
A baseball cap
A T-shirt
A pair of sun glasses
A stone sculpture of Buddha
An audio CD

Have a discussion about the kinds of shops that are available at the hotel you
work in. How many shops are there? What kind of merchandise do the shops
sell? Are there up scale shops or medium and low priced shops? Do guests do
a lot of shopping there or do they go to outside shops? What kind of shops are
not at the hotel that you think should be, and why? Can guests charge
purchases at the shops to their rooms?

that is grammatically correct about a guest purchasing an item from one of
the hotel shops? Once the skit is developed, students present it to the teacher
and rest of class. The teacher judges the skit based on language, grammar
use, pronunciation, originality, and acting ability.

Module 18 Shopping
3. Work Sheet 1- Shopping
batteries size do expensive tax

dressing 25.95 come much shopping
good blue this for back
you silver cheaper like help
1. __________ morning, how may I _________ you?

2. __________ you have any AAA _______________?
3. How ___________ is __________ T- shirt.
4. That’s ______________, plus __________.
5. Yes, I’m looking ____________ some __________ earrings.
6. What ___________ would you ________?
7. Do __________ have this style dress in sky ___________?
8. That’s a bit ____________. Do you have anything __________?
9. Thank you for __________ at The Dress Shop. Please __________ again.
10. The ___________ room is in the _________ of the shop, on the left.

Module 18 Shopping
4. Work Sheet 2- Shopping
1. Do you have this in size 8? ___ No, with tax that comes to $39.99.
2. How may I help you today? ___ That is $80.
3. Would you like some help finding ___ No, that will do it.
anything?
4. How much is this carving? ___ I’m sorry sir, but we don’t carry that
item.
5. Where are your caps? ___ I’m looking for some leather sandals.
6. Does this price include tax? ___ No sir, but there is a money exchange
next door.
7. Is there anything else you need? ___ Of course, do you want it in the same
color?
8. Where is the fitting room? ___ They are on aisle 3, next to the
T- shirts.
9. Do you have any Buddha statuettes? ___ No thanks, I’m just looking.
10. Do you accept British pounds? ___ They are right over there sir.

Module 19 Questions
During their stay at the hotel, a guest is likely to ask many questions. Most of the
questions asked will be WH questions- question words that usually begin with the letters
Wh. Look at these WH questions a guest may ask.
1. Lesson: Wh questions
2. Lesson Objectives: Students will learn to ask and answer WH questions.
3. Procedure: Give students handouts of the following expressions/dialogues. Read

the expressions and have the students repeat them individually to check their
pronunciation.
Who is the manager of this hotel?

What is the name of the Chinese restaurant at the hotel?
When does the gym open?
Where is the pool located?
Why has my luggage not arrived in my room yet?
How can I get to the local theater?
4. Study: Students should work together in pairs or small groups and develop a list of
common WH questions asked by guests. Come up with as many questions as you can
and try to think of some of the more unusual questions asked by guests. After the lists
are developed by each pair or group, share them with the rest of the class.
5. Paired Practice: Work with your partner and ask each other the following questions.
For additional practice, change the words in parentheses to form your own sentences.
Granted, most guests will not ask these kinds of questions to a staff, but it is good to
practice using these types of questions.
1. What kind of (books) do you (read)?

2. When do you usually (go to bed)?
3. When do you like to (eat ice cream)?
4. What do you usually (eat for breakfast)?
5. How often do you (go to the movies)?
6. Who do you (dislike)?
7. What do you usually (do at night)?
8. What is your favorite (meal)?
9. How long have you been (studying English)?
10. What classes (do you take in school)?
11. What color (shirt/blouse) are you wearing?
12. Who is your (best friend)?

Module 19 Questions
More Practice
Ask your partner more WH questions using these words or think of your own.
When: study, get up, sleep, watch TV, go to movies, work

What: father’s/mother’s job, hobby, capital of your country, animal you
like
Where: from, live, library, place to fish, place to meet people, home town
How often: swim, drink milk, go to concerts, travel abroad
Why: exercise, watch TV news, take vacation, take this class
Who: favorite actor, president of your country, famous sports figure
Other common questions that guest may ask will start with CAN and DO. Can questions
are used to ask about permission or ability. Do questions are asked to get additional
information.
1. Lesson: Can and do questions
2. Lesson Objectives: Students will learn to ask and answer can and do questions.

pronunciation.
Can I leave my bags here for a moment?

Does this restaurant have sea food?
Can you send someone up to fix the air conditioner?
Do you have a currency exchange at this hotel?
4. Study: Students should work together in pairs or small groups and develop a list of
common can and do questions asked by guests. Come up with as many questions as
you can and try to think of some of the more unusual questions asked by guests. After
the lists are developed by each pair or group, share them with the rest of the class.

Module 19 Questions
5. Paired Practice: Work with your partner and ask each other the following questions.
For additional practice, change the words in parentheses to form your own sentences.
Granted, most guests will not ask these kinds of questions to a staff, but it is good to
practice using these types of questions.
1. Does your (mother swim)?

2. Do you (listen to music in the evening)?
3. Does your mother ever cook (apple pie for dessert)?
4. Can your grandfather (operate a computer)?
5. Can your best friend (play pool)?
6. Do your parents (have the same hobby)?
7. Does your family (take a vacation every year)?
8. Can any of the students (in your class speak Spanish)?
9. Can your father (play the piano)?
10. Do you ever (gamble)?
11. Does your brother or sister (attend college)?
12. Do you (wash your hair every day)?
13. Do you ever (wish upon a star)?
14. Do you ever (go to the movies) alone?
15. Does (studying English) give you a headache?

Module 20 Verb Tense and Usage
Verbs are words that express action (run) or a state of being (love). The action can also
be abstract rather than visible, such as the words think and decide.
There are the twelve categories verb tenses and verb usage that are related to the time
something happens and its duration. Six are simple and six are continuous or progressive
forms (continuous or progressive may be - and often are - used interchangeably here).
Simple forms are used when we view the action or state as being complete. The
continuous or progressive form is used when the action or state is seen as being
incomplete.
There are also six perfect and six non-perfect forms. The perfect forms are used when the
actions being talked or written about looks back into the past (from the speakers
perspective).
Below is an explanation of the twelve verb tenses and when they should be used.
1. The Simple Present Tense

The simple tense is the base form of the word. The simple present tense is
used when talking or writing about events, actions, or situations that exist
now, have existed in the past, and will probably exist in the future.
When using the simple present, be sure to follow the subject-verb agreement
rule. Some verbs require an -s at the end, depending on what the subject of
the sentence is.
Use an –s ending with verbs that have he, she, it, or singular nouns as
subjects of the sentence.
Mary takes a walk after class every day.
Use no -s ending on verbs that have I, we, they, you, or plural nouns as
subjects.
I always take a walk after class.
Use the simple present tense:
1. When talking about general truths and scientific or permanent facts.

Water covers over 70% of the Earth’s surface.

2. When talking about general statements, when no particular time is specified.

A college education improves one’s chances for a financially
rewarding job.
3. When talking about actions, situations, or states of being that occur all the
time, frequently, or at any time.
I exercise every morning before I go to work.
4. When giving opinions.

Everyone loves a parade.
5. When talking about processes or giving directions.

Insert flap A into slot B.
Practice
Working in pairs, ask each other the following questions, answering in the simple present
tense. Each partner should ask and answer each question. Be sure to use complete
sentences in your answers. For additional practice, change the words in parenthesis to
make your own questions.
Where do you (come from)?

Where does (your brother live)?
Why do you like (football)?
When do you (get to work)?
Do you think (London is beautiful)? (answer is yes or no)
What time do you (get up on Saturday)?
How many (biscuits do you eat for breakfast)?
How do you (spell your name)?
Does your (brother work in an office)? (answer is yes or no)
Which (newspaper do you read) every day?

2. The Simple Past Tense

The simple past is formed by using the verb with an -ed ending for regular verbs
or the past tense form of irregular verbs. The simple past is used when talking or
writing about actions, events, or states of being that were started and completed in
the past.
Use the simple past tense:

1. When talking about single events, actions, or situations completed in the past.
Susan cooked spaghetti last night.
2. When talking about habitual events, actions or situations completed in the

past.
I always went swimming in the summer when I was a kid.
Practice
Working in pairs, ask each other the following questions, answering in the simple past
What did (you do yesterday)?

What (sport did you like in) high school?
What did you have for (dinner last night)?
Who was the (first president of your country)?
What did you buy (at the store yesterday)?
How did you meet (your boy/girlfriend)?
When did you go (to the movies last)?
What was (one famous event in your country’s history)?
Who was (your best friend) in grade school?
What did you (eat for breakfast)?
What was the (last meal you cooked)?
When was (your last birthday, and what did you get as a present)?
Who was the teacher you (disliked most in middle school)?
What time did you (wake up this morning)?
When was the (last time you ate pizza)?

3. The Simple Future Tense

The simple future tense is formed by using will or going to + verb. The simple
future is used when talking or writing about actions or events that will occur in the
future.
Use the future simple:

1. When talking about events, actions, or situations that will occur in the future.
The President will address the nation tomorrow night.
2. When talking about future habitual events, actions or situations.

John will take a bus to work tomorrow because his wife will use the
family car.
3. When talking about events, actions or situations that are presently occurring
and will occur in the future.
I will live in Korea until next year.
Practice
Working in pairs, ask each other the following questions, answering in the simple past
When will the next (Olympic Games be held and in what country)?
When will your best friend (visit you next)?
When are you going (to the beach next)?
Where will you go (immediately after this class)?
Who are you going to (meet this weekend)?
What time will you go (to work tomorrow)?
Will you buy (me a present for my birthday)?
Where are you going to be (tomorrow at midnight)?
What are you going to eat (for dinner tonight)?
When are you going to (the movies next)?
What will you (wear tomorrow)?
When will your next (birthday be)?
What time are you going to (get up tomorrow morning)?

4. The Present Continuous Tense

The present continuous tense is formed by using the to be verb (is. am, are)
+ main verb + ing ending or is going to. The present continuous is used when
talking or writing about an action or event that began in the past and continues to
the present (and maybe future).
Use the present continuous tense:

1. When talking actions or situations that are happening as one speaks.
He is sleeping now.
2. When talking about events, actions, or situations that happen over a given
period of time.
She is studying French this semester.
3. When talking about temporary events, actions, or situations.

I am currently living in Rome.
4. When talking about events or situations that are developing or changing.

American railroads are becoming competitive again.
Practice
Working in pairs, ask each other the following questions, answering in the present
continuous tense. Each partner should ask and answer each question. Be sure to use
complete sentences in your answers. For additional practice, change the words in
parenthesis to make your own questions.
What is your mother (doing at this moment)?

Who (is talking the loudest in the classroom) right now?
Where are (you living at the present time)?
Are you (saving any money these days and, if so, what for)?
Is anyone (in the class yawning right now). If so, who?
Are any other members (of your family studying English, if so, why)?
What are you doing (to protect the environment)?
Is anyone in the classroom (coughing or sneezing right now)? If so, who?
Are any students in the class (wearing anything purple)? If so, who and what?
What is the person (on your right wearing)?
Who is (sitting next to you)?
Is (answering some of these questions) boring?
What is the name of the person who (is governing your country)?

Some verbs that express mental states or forms of perception do not usually have a
continuous form. These verbs are:
Mental states Conditions Perceptions

believe like seem need belong mean feel see
know love prefer understand own resemble smell hear
want wish forget remember have cost taste

5. The Past Continuous Tense

The past continuous is formed using was/were + verb + “ing” ending. The past
continuous is used when talking about an event, action, or situation that occurred
during a certain time in the past.
Use the past continuous tense:

1. When talking about events, actions, or situations that occurred at a particular
time in the past that have been completed.
Yesterday afternoon I was singing in the rain.
2. When talking about temporary events, actions, or situations that occurred in

the past.
She was living in Seoul until she got married.
3. When talking about events, actions, or situations that happened

simultaneously with other past events, actions, or situations.
I was fixing my car when a friend came over to visit.
Practice
Working in pairs, ask each other the following questions, answering in the past
What were you doing (the last time the electricity went out)?
What were you doing (the last time you hurt yourself)?
What were you (arguing about the last time you argued with someone)?
What were you doing (the last time it started to rain)?
What were you doing (the last time you got really physically exhausted)?
Where were you (living seven years ago)?
What were you doing (the last time you were really, really bored)?
What were you doing (during the news last night)?
What were you doing (at midnight last Sunday)?
What were you doing (the last time you got a headache)?

6. The Future Continuous Tense

Future continuous tense is formed by using will/shall + be + verb +
“ing”. The future continuous is used when talking about an event, action, or
situation that will begin in the future.
Use the future continuous tense:

1. When talking about events, actions, or situations that will be going on at a
particular time in the future.
She will be going to the shopping mall next Saturday.
2. When talking about events, actions, or situations that will continue into the
future.
Dr. Kim will be working at the hospital for the next five years, then he
will retire.
3. When talking about events, actions, or situations which are fixed or expected to
happen in the normal course of things.
Next year, Kelly will be moving to France.
Practice
Working in pairs, ask each other the following questions, answering in the future
What will you be doing (after this class)?

Will you (be doing dishes tonight at your house)?
When will (you be going shopping next)?
Will your sister or brother (be going to the theater tonight)?
What will you be doing (next weekend)?
Where will (you be going on your next vacation)?
When will you (be eating next)?
When will you (be going to the movies next)?
How will you (be celebrating your next birthday)?
What kind of (job will you be looking for in the future)?

The perfect tenses are used when talking about events, actions, or situations that
occurred in the past, but the exact time that they occurred is not important (as with
simple past tense).
7. The Present Perfect Tense

The present perfect is formed by using have/has + past participle. The present
perfect refers to the present, although the action took place in the past.
Use the present perfect tense:

1. When talking about actions or situations in the past without saying exactly when
they happened.
I’ve been to Germany 3 times.
2. When talking about the present result of past actions or situations.

His songs have made him a superstar.
3. When talking about actions that started in the past and continue in the present.
They have lived in the same house for 30 years.
4. When talking about past events that are still part of one’s experience.
We have traveled to Europe on several occasions.
Practice
Working in pairs, ask each other the following questions, answering in the present perfect
How many times has your (family moved to a different city)?

What kind of (sports have you participated in)?
How many (ice cream cones have you eaten) this week?
Have you ever eaten (a peanut butter and pickle sandwich)?
How long have (you studied English)?
Has anyone in your country ever (won a Gold medal in the Olympics)?
Have you ever (traveled to Vietnam)?
Have you ever (volunteered your time to a worthy cause)?
Do you know anyone that has (climbed the Alps)?
Have you ever met anyone that has (hunted wild pigs)?
Have you ever met anyone that has (sailed across the Atlantic Ocean)?

8. The Past Perfect Tense

The past perfect is formed by using had + past participle.
Use the past perfect:

1. When talking about the completion of one activity in the past before the
completion of another activity in the past.
John had just finished waxing his car when it started to rain.
Practice
Working in pairs, ask each other the following questions, answering in the past perfect
After you had (finished dinner last night, what did you do)?
What had you done (before you came to this class)?
What had you father (hoped to achieve before he had children)?
Who had been your (favorite teacher in elementary school)?
Where had you been (before you came to this class today)?
What had been your best vacation (before you graduated from high school)?
What had you done (before you ate breakfast this morning)?
Had you (gambled before you finished middle school)?
What had the (president of your country done before he became president)?
Had it (rained before you came to class today)?

9. The Future Perfect Tense

The future perfect is formed by will/shall + have + past participle. Use the
future perfect when talking about the completion of an activity at some time in the
future.
Use the future perfect tense:

1. When talking about an event, situation, or action that will be completed by a
certain time in the future.
We will have finished this homework by lunch time.
2. When talking about an event, situation, or action that will be completed in the
future, but prior to another event, situation, or action taking place.
The Jones’ will have traveled to 12 countries by the end the year.
Practice
Working in pairs, ask each other the following questions, answering in the future perfect
How long will you have (been in class today after you answer this question)?
Before your next meal, (how many minutes will have elapsed since you have
eaten last)?
Between now and next Friday at 12 AM, (how many hours will have elapsed)?
How many times will you have (eaten between now and the end of the week)?
How many (candy bars will you have eaten if you eat two a day for three
months)?
If you go to (the movies this weekend, how many movies will you have seen
this year)?
When you eat (your next pizza, how many pizzas will you have eaten this
month)?
If you watch (TV for one hour after class, how many hours will you have
watched TV this week)?

10. The Present Perfect Continuous Tense

The present perfect continuous is formed by using have/has + been + verb
+ ing ending.
The present perfect continuous is used when talking about the duration of an
activity or action that started in the past, continues in the present, and may
continue into the future.
Use the present perfect continuous tense:

1. When talking about events, situations, or actions that started in the past and
continue into the present or future.
We have been living in France for over a year.
2. When talking about how long you have done something.

Robert has been working on that report for six weeks.
3. When talking about repeated events, situations, or actions that started in the
past and continue to the present.
I have been playing a lot of tennis lately.
4. When the focus of the sentence is more on the duration of the event, situation,
or action than the result of it.
I feel exhausted because I’ve been working all day.
Practice
Working in pairs, ask each other the following questions, answering in the present perfect
How long have you (been attending this English course)?

How has your favorite (sports team been doing this year- winning or losing)?
Has your best friend been (asking you to lend him or her money lately)?
How long has your (favorite singer been recording records)?
Have you been (purchasing any new clothes lately)?
How long (have you been driving)?
If you (exercise regularly), how long have you been doing it)?
Where have you been (going for entertainment over the last month)?
How long has (you been working at your present job)?
How long have you been (enjoying your current hobby)?

11. The Past Perfect Continuous Tense

The past perfect continuous is formed by using had + been + verb + “ing”.
The past perfect continuous tense is used to indicate the duration of a action or
situation in the past that was in progress before another past action or situation in
the past.
Use the past perfect continuous tense:

1. When talking about the duration of an action up to a certain time in the past.
By the time I arrived in Seoul, it had been raining for 3 days.
2. When talking about the duration of an action before another past action.
Robert had been studying for 30 minutes before he fell asleep.
Practice
Working in pairs, ask each other the following questions, answering in the past perfect
How long had you been (studying English before taking this class)?
How long had you been (sleeping before you woke up this morning)?
How long had you been (waiting in the classroom before the instructor entered)?
How long had the (sun been up before you got out of bed this morning)?
How long had the (longest running TV program in your country been running
before it was canceled)?
How long had you been (walking before you could tie your shoes)?
How long had you been (watching TV last night before you turned it off)?
How long had you been (living in your previous house before you moved into
your current one)?

12. The Future Perfect Continuous Tense

The past perfect continuous is formed by using will+ have+ been + verb + “ing”.
The future perfect continuous tense is used to indicate the duration of an activity
that will be in progress before another time or event in the future.
Use the future perfect continuous tense:

1. When talking about the duration of an event, action, or situation up to a certain
time in the future.
By December 2009, she will have been working for he company for 20 years.
2. When talking about the duration of an event, action, or situation before another
Event in the future.
I will have been studying for 2 hours before the movie begins.
Sometimes the future perfect continuous and the future perfect can use used to express
the same meaning.
When Professor Johns retires he will have been teaching for 20 years. OR
When Professor Johns retires he will have taught for 20 years.
Practice
Working in pairs, ask each other the following questions, answering in the future perfect
By the first of the month, how long will you have (been living in your present
home)?
By your next birthday, how long will you have been (reading the newspaper for
daily news)?
After you answer this question, how long will you have been (sitting in the
classroom today)?
By the next election in your country, how long (will your country have been
having democratic elections)?
If two people (start dancing right now and dance for two and a half days, how
many hours will they have been dancing by the time they quit?)
By your next birthday, how long will your favorite singer been singing)?
By Friday of this week, how long (will you have been attending this class)?
By the year 2112, how long will (you have been living on this earth)?

Module 21 Parts of Speech
There is fairly common agreement about nine parts of speech:
nouns pronouns verbs

prepositions adverbs adjectives
conjunctions interjections articles/determiners/quantifiers
On some lists you will also find determiners instead of articles (articles are in this class)
and possibly quantifiers, most of which can also be classed as determiners. It’s important
to know that many words can be used as more than one part of speech- their
classification will depend on how they are used in a sentence.
1. Nouns
A noun is a part of speech that represents the name of a person, animal, place, thing,
quality (as kindness), action (reading), or measure (hour, kilogram).
Nouns can be categorized as very specific: “proper nouns” - which are capitalized and
typically used without an article, and general: “common nouns” - which are typically
accompanied with a determiner.
Nouns may also be classified as countable and uncountable (sometimes called count and
non-count nouns). Countable nouns are nouns that are easily counted, such as chairs,
tennis balls, and apples. Non-count nouns are nouns that can not be counted, such as
water, flour, and patience. Countable nouns can have a plural form; non-count nouns
do not.
There are also “collective” nouns: names for groups, such as committee,
government, jury, family, etc.
2. Pronouns
Pronouns are words that are used in place of, and refer to, a previously mentioned or
implied noun or noun phrase. The noun it refers to is called the antecedent.
Example I read the book. It was good.
Pronouns representing noun phrases can make speech or writing easier by representing
much longer passages and ideas with a simple pronoun. There are several classes of
pronouns. Look at the examples below.
1. Personal Pronouns are pronouns such as I, you, he, she, it, them. They
can be further classed as first, second, and third-person pronouns (me,
you, them). They can also be classified by case as subjective or objective

(used as the subject or object of a sentence).

Examples: I vs. me; she vs. her; they vs. them.
2. Demonstrative pronouns are the this, that, these, and those- which by
their very use indicate or demonstrate what are being talking about.
Example I want those.
If they are used in front of a noun, they are called demonstrative adjectives.
Example I want those pencils.
3. Possessive pronouns indicate ownership. That car is hers. It is mine.

If a pronoun is used to indicate to whom an object belongs—it is called
a possessive adjective.
Example That is her car.
Some grammarians would classify such use as determiners—not adjectives.
4. Reflexive pronouns indicate that the subject receives the action of the verb.
Example I treated myself to a big piece of chocolate cake.
5. Indefinite pronouns are pronouns that refer to non-specific people or things.

The indefinite pronouns include everyone, someone, anyone, no one,
everybody, somebody, anybody, nobody, everything, something, anything, and
nothing.
Example Someone turned out the light.
6. Interrogative pronouns introduce questions — which, what, who, whom,

and whose.
Examples Who did that?
7. Relative pronouns are used to tie together related groups of words.

Examples are which, what, who, whom and whose.
Example I went to the doctor that my friend recommended.

3. Determiners
Determiners are a broader class of words that include articles and most quantifiers.
Determiners can be defined as words that begin noun phrases and help limit or specify
the nouns they precede. This class of words would also include possessive and
demonstrative adjectives.
The possessive adjectives

his her my their our your
The demonstrative adjectives
this that these those
Quantifiers
Quantifiers are simply words that precede nouns that give some indication of how
many or how much of a noun we are talking about. Quantifiers often act as
article- equivalents when plural countable nouns or uncountable nouns are referred
to in a way that doesn’t specify exactly how many or how much, but still implies a
specific group or quantity. We’ll look at the most commonly used (and abused)
quantifiers here. Common quantifiers are: some, any, few, little, many, much, a
lot, several.
Some is used with affirmative statements and any is used with questions and
negative statements.
English speakers do not normally say: Instead, they generally say:
I bought apples. I bought some apples.

Do you have bananas? Do you have any bananas?
The baby needs milk. The baby needs some milk.
Are there people waiting? Are there any people waiting?
A few, few, many are used with countable nouns.

A little, little, much are used with uncountable nouns.
A lot of is used with both countable and uncountable nouns.
Much and many are used with the negative and interrogative forms.
Examples: I have a little money.

I have some money.
Do you have much money?
I have many friends, but not much money.
Several friends of mine have lots of money.
A few friends of mine just have a lot of nerve.

Articles
Some times called a noun marker, articles precede nouns. There are three
articles:
A and an are called indefinite articles, the is called the definite article.
Grammar authority Michael Swan, in his book Practical English Usage

(Second Edition, Oxford University Press, 1995) tells us that: "The correct use
of the articles (a/an and the) is one of the most difficult points in English
grammar." Collins Cobuild Publishers report that 8.5% of all English
communication is the, a, or an. So, if you can improve your understanding
in this area it’ll be a big plus.
When should articles not be used?

Don’t use articles before a common noun in the singular if it is preceded by:
demonstrative terms such as this, that, these or those
possessive adjectives such as his, her, my, their, our or your
Don't use articles when referring to:

the name of a specific mountain or island;
the name of a city, country, continent, or season; and
one’s own parents (father or mother);
meals (breakfast, lunch, supper, dinner) and sports;
the names of diseases
after phrases such as kind of , sort of, or whose
Examples
I had breakfast this morning.
That is my car.
I am from Phuket
The indefinite article - a/an?

Note that when a is used, it is used before nouns that begin with a consonant
sound. An is used before nouns that begin with a vowel sound. Many
students incorrectly say an university or a hour.
Examples
They had to take an x-ray of his broken arm.
X-ray begins with a vowel sound and should take the article an.

When should the indefinite article not be used?

Don’t use a/an before:
- uncountable nouns such as advice, furniture, machinery, money, work, health,
and permission
- plural countable nouns such as dogs and cats
- cardinal numbers (one, two, etc.) that precede nouns
Examples
The teacher gave her permission to miss class.
I bought furniture for the office today.
When should the indefinite article (a/an) be used:
When referring to one specific type of person, place or thing

Example I saw a policeman at your house yesterday.
Before the words trillion, billion, million, thousand, hundred and dozen—if no
cardinal number precedes them.
Example I’d like a dozen pencils please.
Before professional titles - if not preceded by a cardinal number

Example I need a doctor fast!
When referring to a member of a class

Example A man should serve his country in the army.
Before exclamations beginning with what

Example What an exciting horse race!
Before certain clauses and phrases such as:

Examples It’s a big problem.
It’s a pity.
to keep a secret
to have an opportunity
to have a plan
to make an effort
to have an illness (common illnesses, not diseases)
I have a cold.
He made an effort to pass the class.

The Definite Article - The
In general, nouns do not use the when they are used in a general sense, but
if they are used in a specific sense the definite article is needed. Note the
inclusion or omission of articles in the following examples.
With non-count nouns

Examples Water is a necessity of life.
(general sense, the omitted)
The water in the well is putrid.
(specific sense, the included)
With singular/plural nouns

Examples Cats are smarter than dogs.
(plural, articles omitted)
A dog can be a man’s best friend.
(general sense, with singular noun, a included)
The dog chased the cat.
Abstract Nouns
Examples Love is the essence of life.
A love such as ours, makes life worth living.
(general sense, with singular noun, a included)
Material Nouns
Examples We can’t live without air to breathe.
The air in Bangkok is really polluted.
Days, Months, Seasons

Examples Monday is always a bad day at work.
The Monday I was hired was a great day!

Names of Languages
Examples Chinese is really difficult to learn.
The Chinese language is tonal.
Meals
Examples Breakfast is my biggest meal of the day.
The breakfast I had yesterday made me sick.
Colors
Examples Green is the color of my true love’s hair.
The blue in the sea today is beautiful!
The definite article (the) is always be used with:
Singular countable nouns when there is only one

the house next to mine the sun the Earth
Example The house I live in is very small.
Occupational titles, positions, or family names

the prime minister the Smiths the accountant
Example The lawyer said that I should plead, “Not Guilty”.
The names of canals, rivers, seas, oceans, deserts, mountain ranges, groups of
islands, gulfs, hotels, theaters, and ships
Example I took a vacation in the Rocky Mountains.
Names of countries formed as a union of states, tribes or provinces.

Examples The United Arab Emirates The United States
The European Union The Philippines
Names of Newspapers, certain books, and instruments

Examples I read the Bangkok Post every day.
My mother reads the Bible everyday.
Lek played the trumpet while she was in high school.

Nouns that are made specific by some modifying phrase or clause

Examples The ring that Gecko lost was an heirloom.
The CD that I decided to buy was expensive.
Nouns which represent people, places or things that we meet, employ, or

use regularly - even if the specific persons, places or things are unknown
to our listener or reader. British and American usage may vary here.
Examples My husband went to the bank today.

I had to put my cat in the pet hospital.
My sister is at the market right now.
Singular nouns that represent a whole class

Examples The cat is a beautiful animal.
Adjectives being used as a noun to form a class

Examples The poor need our help.
The rich pay a lot of money in taxes.
The homeless are the responsibility of the government.
Common nouns to convert them into abstract nouns

Example Sports bring out the animal in me!
Proper nouns only when they are qualified by an adjective, or defined by

an adjective clause
Examples The incomparable William Shakespeare wrote over a

thousand works.
4. Adjectives
Adjectives are words that describe nouns and pronouns. They give us more information
about them.
Example She is hungry. The big red car is beautiful.
A. Possessive adjectives do that by telling us who the noun belongs to:

Example It is my car.
B. Demonstrative adjectives do it by telling us which nouns we are talking

about:
Example I want those pencils.

Adjectives are sometimes said to modify or limit nouns. They modify or limit them by
making it more clear which one or how many are being talked about:
Example I want only one large egg.
5. Adverbs
Adverbs are modifiers of verbs - and adjectives - and other adverbs. They generally
answer questions about when (tonight), where (downtown), how (carefully), in what
manner (quickly), and to what extent of degree (very).
Some words can have several functions. For example, downtown is commonly used as a
noun (Downtown is being revitalized by the city planners to attract more business), but in
the sentence Please meet me downtown tonight, downtown tells us where and is
functioning as an adverb. So is tonight as it says when.
Nouns that express time, place, size, measurement, degree or number— are often
used as adverbs.
Examples Let’s go home.

Leopards can run through the night very quickly.
Home tells us where. (part of the definition of an adverb).

Quickly is an adverb as it tells us to what manner the leopard
runs, and very is an adverb as it tells to what degree (very
quickly) and it modifies the adverb quickly.
Interrogative Adverbs are used at the beginning of a sentence to form a

question. These adverbs are when, where, and how. These make sense if
you revisit the definition of an adverb above.
Examples When did you get here?

Where are going tonight?
How many drinks did you have?
6. Prepositions
Prepositions denote relationships between certain words in a sentence. The relationships
can relate to place, time, or movement. Prepositions are placed before a noun (or the
article/quantifier preceding the noun) and helps establish a relationship between that
noun and another noun —or between that noun and a verb.

Here are some common prepositions and prepositional phrases.
Place
on off in out
at from next to by
beside near opposite across from
opposite of between inside of against
above on top below under
in the middle middle in front of in back of
Behind to the right to the left
Time
to until till by for during
while from at in on since
before after around
Movement
Across along into out of past round
toward through up off down ever under
Examples
The book is on the table. -establishes the relationship of the book to the table
Bob’s car fell off the bridge. -establishes the relationship of the verb fell to Bob’s
car
Notice that this prepositional phrase - off the bridge - is working as an adverb. The
phrase says where the car fell.
7. Conjunctions
In Latin conjunction means “join together” and that’s what conjunctions do - they join
words together. The most commonly used conjunctions are:
and or but because although

if while so until as soon as
before after when
Examples
I am hot and tired, but still ready to party!
Oscar jumped into the pool and swam to the other side.
You can have the cash or the prize.

8. Interjections
Interjections are used to express a strong feeling or emotion, usually that occurs quickly.
Sometimes called exclamations - you’ll notice they always come with an exclamation
mark.
Examples Ouch! Great! Oh no!
Word Formation
One of the problems that many beginning students have is using the wrong form of
words. A word’s grammatical function and part of speech can be changed by adding pre-
fixes and suffixes to the root word. For example, the root word ‘inform’ is a verb. By add-
ing the suffix –ation to the root (information), the word is changed to a noun and the suf-
fix –ative (informative) changes the word to an adverb. An example of a common error
made by beginning learners is:
A program I saw on TV last night was very information about Mars.
The ‘information’ in this sentence is the wrong form. It should the adverb form
(informative), not the noun form (information).
Listed below is a list of suffixes that are used to form adjectives and adverbs.
Adjective Suffixes
-able, -ible (worth, ability)
solve- solvable incredulous- incredible
-al, -ial, -ical (quality, relation)

structure- structural territory- territorial
category- categorical
-ant, -ent , -ient (kind of agent, indication)

import- important depend- dependent
convene- convenient:
-ar, -ary (resembling, related to)

specter- spectacular unite- unitary
-ate (kind of state)

donation- donate

-ed (having the quality of)

terrace- terraced
-en (material)
silk- silken
-er (comparative)
bright- brighter
-est (superlative)
strong- strongest
-ful (having, giving, marked by)

care- careful
-ic (quality, relation)

base- basic
-ile (having the qualities of)

project- projectile
-ing (activity)
cohere- cohering
-ish (having the character of)

new- newish
-ive, -ative, -itive (having the quality of)

festival- festive cooperate- cooperative
sense- sensitive
-less (without, missing)

speech- speechless
-ous, -eous, -ose, -ious (having the quality of, relating to)
adventure- adventurous courage- courageous
verb- verbose space- spacious
-y (marked by, having)

hunger- hungry

Adverb Suffixes
-fold (in a manner of, marked by)

four- fourfold
-ly (in the manner of)

fluent- fluently
-ward (in a direction or manner)

home- homeward
-wise (in the manner of, with regard to)

time- timewise

Notes

Notes

Notes

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English Lesson Plans

for the Hospitality Industry

Hotel TEFL 1 Yada Yada English

Hotel TEFL 2 Yada Yada English

Why teach at a hotel?

What are the advantages of teaching at a hotel?

Hotel TEFL 3 Yada Yada English

Hotel TEFL 4 Yada Yada English

Adapting lesson plans

Hotel TEFL 5 Yada Yada English

Module 1 Greeting Guests

First impressions last a life time, or at least

2. Lesson Objectives: Students will learn various expressions for greetings,

Less Formal Expressions

Hotel TEFL 6 Yada Yada English

Module 1 Greeting Guests

How can I help you today ma’am (sir)?

Staff: Good morning Ma’am. Welcome to the (...Spa)

In normal social situations, to continue an interaction

Hotel TEFL 7 Yada Yada English

Module 1 Greeting Guests

2. Lesson Objectives: Students will learn various expressions for introductions.

Hello I’m …(Emily Pearson)

Staff: Hello, I’m Ms. Jandee.

Guest: My name is John Grey.

Guest: I’m George Franks. What's your name?

Guest: Allow me to introduce myself. My name is Frank Jeffers.

Hotel TEFL 8 Yada Yada English

Module 1 Greeting Guests

Introducing others: On occasion, you may find yourself in a situation where

Peter: Sam Kellogg, I would like to introduce Miss Helen Cranston.

Bob: Min Ju, this is my friend Betty Watson.

Alice: Harry, let me introduce my supervisor, Mr. Lee

C. Asking About Well Being

1. Lesson: Asking about well being

Hotel TEFL 9 Yada Yada English

Module 1 Greeting Guests

3. Procedures: Give students handouts of the following expressions/dialogues.

Staff: Good afternoon, welcome to The Plaza.

Hotel TEFL 10 Yada Yada English

Module 1 Greeting Guests

2. Lesson Objectives: Students will learn various expressions for farewells.

3. Procedure: Give students handouts of the following expressions/dialogues. Read the

More Formal expressions

Less Formal Goodbyes

Bye-Bye is an expression that very young children use when

Hotel TEFL 11 Yada Yada English

Module 1 Greeting Guests

Ok, you have greeted the guests, completed the

1. Lesson: Chit chatting

Hotel TEFL 12 Yada Yada English

Module 1 Greeting Guests

3. Procedures: Give students handouts of the following expressions/dialogues. Read the

Is this your first trip to (....Thailand)?

To continue a conversation in a natural manner it is important to listen to the other

Staff: How do you like the weather on the island?

Hotel TEFL 13 Yada Yada English

Module 1 Greeting Guests

5. Paired Practice: Working in pairs, practice having a conversation with your

Hotel TEFL 14 Yada Yada English

Module 2 Dealing with Guests Requests

In order to get the most satisfaction (and

1. Lesson: Dealing with requests

1. Do you _ changing my __ reservation?

1. Is it _ if I the restroom?